Docusign Enterprise Security Center Lead

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).

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.

• 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