Company Overview

Docusign 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

As the Docusign Enterprise Security Center (DESC) Lead, you own both the daily operational activities, program governance, and performance of our global security operations center program. You manage shift execution, incident triage, and alert workflows while also driving standards, metrics, and continuous improvement across multiple global locations. You will partner with regional SAS teams and cross-functional stakeholders (Workplace Experience, IT, HR, Finance, Legal, and key vendors) to coordinate alarm/incident response, maintain global situational awareness, and ensure scalable, resilient services that support Docusign’s people and operations worldwide.

This position is an individual contributor role reporting to the Director, Physical Safety & Security.

Responsibility

Oversee daily DESC operations including monitoring, triage, dispatch, and escalation to ensure strict adherence to playbooks and SLAs
Manage DESC programs, workflows, and service standards across multiple global locations, aligning with global physical security and business continuity objectives
Develop and maintain DESC governance, compliance procedures, and performance metric processes to standardize operations and drive continuous improvement
Lead contract DESC staff across shifts, including scheduling, workload balancing, coaching, and performance feedback
Support staffing models, service coverage, vendor performance, and escalation processes to meet site-specific and global operational needs
Ensure incident management quality by classifying, prioritizing, and escalating events for timely notification to stakeholders and leadership
Maintain global situational awareness through risk intelligence, social media monitoring, travel risk data, and other open-source or commercial tools
Use and administer DESC technology including ticketing/case management, access control, CCTV, mass notification, travel risk, and analytics platforms to improve operations and decision-making
Partner with technology teams for alarm tuning, system integrations, data quality, and forensic support, including leveraging AI-enabled analytics where appropriate
Lead business case analysis, budget tracking, project planning, process improvement, and status reporting for assigned DESC projects and initiatives
Translate operational needs into clear requirements, workflows, and measurable goals for DESC services and technology roadmaps
Monitor KPIs related to vendor contract, alert volume, incident throughput, and service levels in monthly reports for leadership and partners
Execute and refine playbooks through after-action reviews, root-cause analysis, and corrective actions to strengthen response and reduce recurrence
Ensure contract analysts are trained and certified on SOPs, report writing, tools, and service standards to ensure consistent quality of output
Support executive protection and travel safety operations by monitoring events, coordinating responses, and managing mass notification workflows and distribution lists
Coordinate with Legal, HR, and other internal partners on investigations, data governance, privacy, and documentation requirements related to DESC operations
Participate in an on-call rotation to support after-hours incidents and 24/7 global coverage

Job Designation

In Office: Employee works from the physical workspace 100% of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

4+ years experience in a security operations center or incident response analyst role, including leading or supervising a GSOC/RSOC/SOC within a corporate or global environment
Experience leading teams and/or contract operations staff across shifts, including setting expectations, coaching, and performance management in a multi-cultural, global environment
Hands-on experience with 24/7 security monitoring operations, including access control and CCTV systems administration and use, incident escalation, and case management workflows
Experience using and coordinating ticketing/case management, risk intelligence, mass notification, travel risk, and security analytics platforms in an operations center context
Experience executing SOPs, conducting after-action reviews, and driving process improvements based on findings and metrics
Experience building and reporting operational KPIs (e.g., alert volume, service levels) and using metrics to inform decision-making and performance management
Experience with current security technology, industry best practices, and emerging trends in global security operations and DESC design
Experience with cost estimating, fiscal management, and budget tracking for security operations or technology programs
Experience working onsite in the designated office and supporting a DESC on-call rotation, including nights, weekends, and holidays as needed for global coverage
Bachelor’s degree or equivalent combination of education and experience
Experience in corporate security, public safety, military, law enforcement, intelligence, or risk management (or equivalent relevant experience)

Preferred

Professional certifications such as ASIS APP, CPP, or PSP, or other relevant security certifications/affiliations
Experience with automation in GSOC workflows, alarm reduction strategies, and AI-enabled analytics or data-driven security operations
Experience supporting global travel risk management and executive protection operations from a GSOC or similar function
Experience with strategic planning and program management in the global security domain, including project execution and partner coordination
Strong decision-making and judgment skills, with the ability to balance risk, business impact, and stakeholder needs in a fast-moving environment
Demonstrated communication and stakeholder management skills, including the ability to build partnerships with internal teams and external vendors and to present clear status updates to leadership

Wage 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: $37.20 - $53.68/hour

This role is also eligible for the following:

Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.

Global benefits provide options for the following:

Paid Time Off: earned time off, as well as paid company holidays based on region
Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
Retirement Plans: select retirement and pension programs with potential for employer contributions
Learning and Development: options for coaching, online courses and education reimbursements
Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

Life at DocuSign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

States 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.

EEO Statement

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.

EEO Know Your Rights poster

Docusign Enterprise Security Center Lead