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.

#LI-Onsite

#LI-TM2