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DocuSign is seeking a Support Strategy & Operations Senior Analyst to serve as a key analytical and strategic partner to leadership across the organization. In this high-impact individual contributor role (P3 level), you will own the planning, forecasting, and performance intelligence that drives how the Customer Support function operates and evolves.
You will work at the intersection of analytics, operations, and strategy, partnering with cross-functional leaders to uncover opportunities, optimize business rhythms, and bring a persistent customer lens to every initiative. Key responsibilities include:
- Lead quarterly and annual planning processes by developing complex, multi-variable forecasts and scenario analyses that inform strategic investments and resource allocation decisions
- Partner with cross-functional leadership spanning Support, Product, Finance, and CX to surface data-driven insights and translate findings into clear, prioritized recommendations
- Maintain and continuously optimize the Customer Support business rhythm, preparing accurate, insights-rich content for monthly and quarterly business reviews
- Build and manage self-service dashboards and automated reporting pipelines that give stakeholders real-time visibility into KPIs, capacity trends, and operational health
- Act as an analytical lead or workstream owner on cross-functional initiatives such as new tooling rollouts and process redesigns
- Own end-to-end analysis of customer experience, identifying root causes of complex systemic issues and recommending practical, measurable adjustments
- Analyze CSAT, NPS, and customer effort data to identify key drivers of satisfaction and translate Voice of Customer signals into actionable improvements
- Research industry best practices across top SaaS companies and propose innovative solutions to operational challenges
- Partner with Workforce Management to develop capacity planning analyses that help anticipate demand and optimize staffing
- Leverage emerging AI and automation tools to streamline analytical workflows and accelerate insight generation
- Evaluate new technologies, platforms, and analytical methodologies relevant to support operations
This position reports to the Principal Support Strategic Operations & Quality Manager and requires intellectual curiosity, bias toward action, and strong communication skills to influence at every organizational level.
REQUIREMENTS:
- Bachelor's degree in Business, Economics, or a quantitative field (Statistics, Mathematics, Finance, Engineering, or related discipline)
- 5+ years of experience in business analytics, strategy, operations, or a related function, preferably within a SaaS or technology company
- Experience synthesizing complex, ambiguous datasets into clear narratives and actionable recommendations for senior stakeholders
- Experience leading or significantly contributing to planning cycles, business reviews, or strategic forecasting processes
- Experience presenting findings to cross-functional and executive audiences
- Experience managing multiple priorities in a fast-paced environment, proactively anticipating blockers and pivoting as business context evolves
- Experience with SQL for ad hoc data querying, exploration, and pipeline validation
PREFERRED:
- Experience working within or in close partnership with Customer Support, Customer Success, or Customer Experience functions
- Advanced proficiency in data analysis and visualization tools such as Salesforce CRM Analytics, Tableau, Looker, or Power BI; ability to build and maintain executive-level dashboards
- Familiarity with CRM or service management platforms such as Salesforce Service Cloud, Zendesk, or ServiceNow
- Hands-on experience applying AI or machine learning tools to business analysis or workflow automation
- Advanced Excel or Google Sheets skills, including financial modeling and scenario analysis
- Experience with Python or R for advanced data analysis or automation tasks
- Excellent written and verbal communication skills
