• Own the catalysis validation program plan end-to-end: campaign sequencing, partner SOWs, sample logistics, data ingestion timelines, and milestone tracking • Manage external validation partners including contracting cadence and deliverable acceptance • Coordinate internal hand-offs across Research Scientists and Computational/ML Scientists • Operationalize the design-test-make-deploy pipeline for this vertical • Drive risk, schedule, and resource trade-offs with the Vertical Lead

Role Description As the Director, Technical Program Manager (TPM), you will lead the programmatic execution and strategic delivery of Docusign Support's most complex technical initiatives. Operating cross-functionally across Support, Engineering, and Product cohorts, you will orchestrate large-scale transformation programs, including AI-driven automation deployments, tool migrations, and global process redesigns. You will bridge the gap between business vision and technical implementation, ensuring all technical programs deliver measurable performance impacts on the overall customer experience. This position is a people manager role reporting to the Group Vice President, Global Customer Support. - Lead cross-functional programs that drive the digital and platform transformation of the global Support organization. - Translate support and customer service requirements into technical specifications for internal tooling frameworks, process changes, and customer-facing support features. - Manage the lifecycle for deployment of autonomous diagnostic agents, predictive support models, and AI-powered workflow automations. - Align program milestones with organizational KPIs by delivering data-driven progress updates and metrics architectures to executive leadership. - Iterate technical planning models, team workflows, and program reporting systems to improve end-to-end alignment with company long-range planning objectives. - Govern technical program management frameworks and delivery standards within the Support organization to maintain consistent execution across workstreams. - Sponsor operational initiatives that pinpoint manual-to-automation workflow transitions to capture cost-efficiency gains and optimize self-service solutions. - Anticipate industry disruptions driven by AI and leverage technology trends to enhance functional strategy and long-term operational excellence. Qualifications - Bachelor's degree in Computer Science, Information Systems, or a related technical field. - 12+ years of experience in technical program management, engineering leadership, or support operations within a SaaS environment. - 5+ years of experience in structural people management or leading cross-functional project teams within a matrixed environment. - Experience with Generative AI architectures, Large Language Models (LLMs), and API configurations. - Experience with Jira, Smartsheet, Salesforce, Tableau, or Snowflake systems. Requirements - PMP or CSM certification. - Proven background managing complex project lifecycles from scoping through post-launch optimization. - Demonstrated ability to translate technical engineering parameters into clear customer support operational workflows. - History of implementing workflow automations that substitute manual processes for self-service technical channels. Benefits - 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.

Role Description Serves as a Social Science Program Specialist within the Office of Mental Health Suicide Prevention, located in (Teams Operations), Veterans Crisis Line (VCL) Clinical Operations. The VCL is a 24-hour, 7 days a week, 365 days a year service aimed at connecting callers, texters and chatters, worldwide to a caring, qualified VA employee. The VCL's mission is to provide 24/7, world-class suicide prevention and crisis intervention services to Veterans, Service Members, and their family members. The Crisis Operations Workflow Coordinator (WFC) provides technical expertise as a senior advisor to co-workers for VCL day-to-day operations. The WFC provides the first line of consultation to Crisis Responders and Social Services Assistants. - Monitors communication from across contact platforms (phone, chat, text). - Recommends or informs management if changes to existing policies/procedures, knowledge base, standard work, training, or tracking mechanisms are needed. - Monitors unplanned staff absences and adjusts coverage as needed. - Provides first line consultation to Responders/SSA's who encounter one-of-a-kind or unfamiliar situations. - Relays information on unplanned changes and reports to supervisor/manager. - Provides technical expertise on a wide range of issues and situations encountered in day-to-day operations. - Initiates and carries out contingency and emergency procedures when needed. - Utilizes a variety of specialized software applications to collect and record data/information. - Troubleshoots new and existing procedures and applications. - Performs other duties as assigned by leadership. Work Schedule: Varied work schedule to include evenings, nights, weekends and holidays to provide 24/7 call center coverage. Tour will be determined after final selections and will be based on seniority. Tour is subject to change based on program needs. Selectees will be expected to work all shifts. Remote: This is a remote position. Qualifications - To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/10/2026. - Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. - Individual Occupational Requirement: Must possess one of the following: - Degree in behavioral or social science; or related disciplines appropriate to the position. (TRANSCRIPTS ARE REQUIRED) - Combination of education and experience that provided the applicant with knowledge of one or more of the behavioral or social sciences equivalent to a major in the field. (TRANSCRIPTS ARE REQUIRED) - Four years of appropriate experience that demonstrated that the applicant has acquired knowledge of one or more of the behavioral or social sciences equivalent to a major in the field. Requirements - Specialized Experience: One year of specialized experience equivalent to at least the next lower grade in the normal line of progression for the occupation in the organization. Must meet 3/4 of the following examples: - Monitoring interactions to ensure consultation, collaboration and expedited connections to treatment programs, resources and emergency services occur. - Recommending and informing management if changes to existing policies/procedures, knowledge base, standard work, training, or tracking mechanisms are needed. - Providing expertise on a wide range of technical situations encountered in day-to-day operations. - Monitors communication from across different contact platforms (phone, text, chat). - Education to Qualify: Possess a Ph.D. or equivalent doctoral degree related to the work of the position or 3 full years of progressively higher-level graduate education leading to such a degree. (TRANSCRIPTS ARE REQUIRED) - Combination of Education and Experience to Qualify: An equivalent combination of specialized experience and graduate education as described above may be used to meet the total qualification requirements for this position. (TRANSCRIPTS ARE REQUIRED) Benefits - Relocation/Recruitment Incentives: Not authorized - Critical Skills Incentive (CSI): Not authorized - Permanent Change of Station (PCS): Not authorized

Role Description The Program Manager leads strategic programs that enable clients and our organization to confidently achieve meaningful outcomes – on time, within budget, and with high quality. By fostering alignment across stakeholders and ensuring governance, Program Managers help transform ideas into results that improve client experience and operational excellence. This role ensures strong governance, stakeholder alignment, and effective communication throughout program planning and execution. This work ensures clarity, accountability, and progress for the initiatives that matter most, while creating an environment where teams can thrive and deliver with purpose. Responsibilities - Monitor program performance, risks, and issues; implement corrective actions as needed. - Govern program execution and ensure adherence to organizational standards and methodologies. - Partner with Account Managers to understand client objectives and communicate program status. - Develop strategic program roadmaps by guiding cross-functional teams to define objectives, projects, business cases, milestones, and sequencing. - Oversee intake-to-approval process for program-level initiatives, including scoping and estimation. - Monitor program progress, risks, issues, and dependencies; escalate and resolve barriers. - Provide accurate reporting and insights to leadership and clients on program health and outcomes. - Drive accountability across delivery teams to meet timelines, budgets, and quality standards. - Facilitate stakeholder communication and alignment throughout planning and execution. - Collect and analyze data to prepare and present clear, compelling insights for key stakeholders. - Contribute to continuous improvement by identifying process gaps and recommending enhancements. - Mentor or coach to junior project management resources. Qualifications - Bachelor’s degree in business, technology, or related field. - 5+ years of experience managing complex programs with multiple projects and stakeholders. - Proven record of delivering programs or initiatives on time and within budget. - Ability to orchestrate, organize and drive outcomes utilizing a collaborative style. - Experience implementing change management to support organizational transitions and adoption of new processes or systems. - PMP, Agile or equivalent certification. - Strong written and verbal communication skills, e.g., ability to write detailed, understandable notes and other business documents. - Strong facilitation, negotiation, and stakeholder management skills. - Ability to manage multiple responsibilities under deadline pressure. - Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Visio. - Proficiency in Microsoft Project and project consolidation and management tools (“PPM”). Preferred Qualifications - Master’s degree - Experience within the insurance industry, preferably in life, health, annuity, or long-term care lines of business Salary The salary range for this position is $115,000-$160,000 depending on experience and qualifications.