DocuSign
Incident Communications Lead
DocuSign, Los Angeles, California, United States,
Company OverviewDocusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).What you'll do
The Incident Communications Lead at Docusign is an expert in leading, identifying, facilitating, and resolving various critical incidents including technology, products, and security. The role involves strategic incident communications management, effective communication with stakeholders including executive leadership, and ongoing partnerships across the organization. They play a pivotal role in developing Docusign’s overall service excellence practice by creating standard operating procedures, training material, and mentoring team members.The role also involves participating in daily incident management support across various Docusign infrastructures globally, ensuring service levels are maintained. The Incident Communications Lead will act as a liaison, translating technical details for communication to customers. The role includes on-call responsibilities outside regular business hours and on weekends, focusing on maintaining timely, accurate, and transparent communication with internal and external stakeholders to uphold trust and manage expectations throughout the incident lifecycle. The ideal candidate is self-motivated and responsible, able to prioritize under heavy workloads and operate under time constraints. Adherence to established procedures and detailed documentation of incidents and policies is essential.This position is an individual contributor role reporting to the Director, SRE Incident Response (Software Engineering).ResponsibilityServe as a subject matter expert and single point of contact for DocuSign’s incident management communicationsLead complex and sensitive critical incident communications plans to conclusion, identifying and resolving challenges to ensure timely disseminationCoordinate incident response communications with a variety of internal stakeholders including Senior Leadership, Product and Engineering owners, and field teamsLead strategic projects to meet incident communications objectives and orchestrate cross-functional strategy discussions for continuous improvementsCreate and maintain process documentation, including standard operating procedures, demonstrating excellent judgment when addressing new challengesInteract regularly with senior leaders to facilitate effective incident communications or project deliveryGenerate communications for multiple audience types, both customer-facing and internalProvide oversight, mentorship, and guidance to other team members, fostering a supportive and collaborative environmentEngage resources to resolve major incident communications challenges and minimize customer frustrationAnalyze the effectiveness of communication strategies and make necessary adjustments to improve future incident responsesParticipate in a rotational shift 24 x 7 x 365.What you bring
Basic12+ years of experience in incident management and communications, preferably with a strong background in conveying technical details to customers, and active participation in crisis managementProven ability to manage multiple priorities and work effectively under pressureExperience using communication and collaboration tools such as customer support portal, Atlassian status page, etc.Ability to understand and work within complex, large enterprise business environmentsDemonstrated ability to convey information clearly and concisely to various audiencesPreferredStrong understanding of IT incident management processes and terminologyExceptional written and verbal communication skillsStrong organizational skills with the ability to manage multiple tasks and deadlinesDemonstrated ability to adapt to changing circumstances and manage communication in dynamic environmentsMeticulous attention to detail in documentation and communication.Incident management experience within product, SaaS, Azure, AWS, and with SQL, Networking, and DevOps teamsWage Transparency
Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.Based on applicable legislation, the below details pay ranges in the following locations:California: $151,800 - $245,150 base salaryIllinois and Colorado: $145,800 - $205,950 base salaryWashington and New York (including NYC metro area): $145,800 - $214,350 base salaryWashington DC: $151,800 - $214,350 base salaryThis role is also eligible for bonus, equity and
benefits .Global benefits provide options for the following:Paid Time Off: earned time off, as well as paid company holidays based on regionPaid Parental Leave: take up to six months off with your child after birth, adoption or foster care placementFull Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employmentRetirement Plans: select retirement and pension programs with potential for employer contributionsLearning and Development: options for coaching, online courses and education reimbursementsCompassionate Care Leave: paid time off following the loss of a loved one and other life-changing eventsStates Not Eligible for Employment
This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.Equal Opportunity Employer
It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.
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The Incident Communications Lead at Docusign is an expert in leading, identifying, facilitating, and resolving various critical incidents including technology, products, and security. The role involves strategic incident communications management, effective communication with stakeholders including executive leadership, and ongoing partnerships across the organization. They play a pivotal role in developing Docusign’s overall service excellence practice by creating standard operating procedures, training material, and mentoring team members.The role also involves participating in daily incident management support across various Docusign infrastructures globally, ensuring service levels are maintained. The Incident Communications Lead will act as a liaison, translating technical details for communication to customers. The role includes on-call responsibilities outside regular business hours and on weekends, focusing on maintaining timely, accurate, and transparent communication with internal and external stakeholders to uphold trust and manage expectations throughout the incident lifecycle. The ideal candidate is self-motivated and responsible, able to prioritize under heavy workloads and operate under time constraints. Adherence to established procedures and detailed documentation of incidents and policies is essential.This position is an individual contributor role reporting to the Director, SRE Incident Response (Software Engineering).ResponsibilityServe as a subject matter expert and single point of contact for DocuSign’s incident management communicationsLead complex and sensitive critical incident communications plans to conclusion, identifying and resolving challenges to ensure timely disseminationCoordinate incident response communications with a variety of internal stakeholders including Senior Leadership, Product and Engineering owners, and field teamsLead strategic projects to meet incident communications objectives and orchestrate cross-functional strategy discussions for continuous improvementsCreate and maintain process documentation, including standard operating procedures, demonstrating excellent judgment when addressing new challengesInteract regularly with senior leaders to facilitate effective incident communications or project deliveryGenerate communications for multiple audience types, both customer-facing and internalProvide oversight, mentorship, and guidance to other team members, fostering a supportive and collaborative environmentEngage resources to resolve major incident communications challenges and minimize customer frustrationAnalyze the effectiveness of communication strategies and make necessary adjustments to improve future incident responsesParticipate in a rotational shift 24 x 7 x 365.What you bring
Basic12+ years of experience in incident management and communications, preferably with a strong background in conveying technical details to customers, and active participation in crisis managementProven ability to manage multiple priorities and work effectively under pressureExperience using communication and collaboration tools such as customer support portal, Atlassian status page, etc.Ability to understand and work within complex, large enterprise business environmentsDemonstrated ability to convey information clearly and concisely to various audiencesPreferredStrong understanding of IT incident management processes and terminologyExceptional written and verbal communication skillsStrong organizational skills with the ability to manage multiple tasks and deadlinesDemonstrated ability to adapt to changing circumstances and manage communication in dynamic environmentsMeticulous attention to detail in documentation and communication.Incident management experience within product, SaaS, Azure, AWS, and with SQL, Networking, and DevOps teamsWage Transparency
Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.Based on applicable legislation, the below details pay ranges in the following locations:California: $151,800 - $245,150 base salaryIllinois and Colorado: $145,800 - $205,950 base salaryWashington and New York (including NYC metro area): $145,800 - $214,350 base salaryWashington DC: $151,800 - $214,350 base salaryThis role is also eligible for bonus, equity and
benefits .Global benefits provide options for the following:Paid Time Off: earned time off, as well as paid company holidays based on regionPaid Parental Leave: take up to six months off with your child after birth, adoption or foster care placementFull Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employmentRetirement Plans: select retirement and pension programs with potential for employer contributionsLearning and Development: options for coaching, online courses and education reimbursementsCompassionate Care Leave: paid time off following the loss of a loved one and other life-changing eventsStates Not Eligible for Employment
This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.Equal Opportunity Employer
It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.
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