About this role
Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins.
Why join Coupa?
• Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend. • Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence. • Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.
Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa.
The Impact of a Sr Lead P&T Operations at Coupa:
This role directly impacts customer trust in Coupa innovation, the success of product adoption and launches, operational predictability at scale, and the quality of cross-functional collaboration across the company. By institutionalizing how Coupa collaborates with customers before and during launch, this role enables faster learning, reduces delivery and adoption risk, and ensures value is delivered with confidence and consistency.
Coupa is seeking a Sr Lead P&T Operations to define, own, and scale how we partner with customers throughout the product lifecycle particularly during Early Adopter (EAP), Limited Availability (LA), and Managed Availability (MA) phases.
This role sits within Product Operations and reports to the Senior Director of Product Operations. It serves as the program owner for Coupa's customer collaboration operating model ensuring new capabilities are introduced to customers in a way that is intentional, evidence-based, and trust-building, while enabling Product, Engineering, and Go-To-Market teams to learn quickly and scale responsibly.
This is not a sales, marketing, or product management role. It is a strategic Product Operations leadership role responsible for designing operating models, governance, and execution frameworks that enable consistent, high-quality customer collaboration. This role is designed to extend adjacent product operations initiatives as the organization evolves
What You'll Do:
Own the Customer Collaboration Operating ModelDefine and operationalize Coupa's Customer Collaboration Programs, including:Early Adopter Programs (EAP)Limited Availability (LA)Managed Availability (MA)Establish clear program definitions, objectives, guardrails, and success criteria for each collaboration modelEnsure consistent application of these programs across product lines, preventing ad-hoc or inconsistent customer exposureStrategic Program LeadershipServe as the executive owner for how customers are: Selected and onboarded into collaboration programsEngaged throughout the program lifecycleOffboarded or transitioned as capabilities matureBalance customer value, product learning, operational risk, and GTM readiness in all program decisionsAct as a trusted advisor to Product, Engineering, and GTM leaders on when and how to engage customers pre-GACross-Functional OrchestrationWork in close concert with:Product Management & Engineering to align learning objectives, readiness expectations, and instrumentationProduct Marketing & Customer Marketing to validate messaging constraints, positioning readiness, and launch sequencingCustomer Success & Support to ensure enablement, escalation paths, and operational readinessDrive alignment through clear standards, structured forums, and data-backed recommendationsCustomer Insight & Feedback SystemsDesign and scale mechanisms to capture, synthesize, and operationalize customer feedback from collaboration programsEnsure insights flow back into:Product and engineering decisionsGTM readiness and enablementAdoption and value realization strategiesPartner with Community, and Customer Advisory Boards (CABs), Product Innovation Councils (PICs) run by Product Success, and other customer collaboration vehicles as appropriateGovernance, Standards & ScaleDefine and maintain standard operating principles, templates, runbooks, and tooling for customer collaboration programsEstablish governance to ensure programs are:Intentional, not opportunisticMeasured, not anecdotalScalable, not bespokeContinuously evolve the model based on outcomes, organizational maturity, and customer needsMetrics, Insights & Executive ReportingDefine and track evidence-based success metrics across:Adoption and usageUsability and customer experienceOperational readiness and supportabilityValue realization and riskProvide executive-level insights and recommendations on:Program progressionReadiness to advance to GAAreas requiring remediation or investment What You Will Bring to Coupa:
Strong operating-model and systems thinkingAbility to lead through influence and structure rather than authorityComfort navigating ambiguity and driving clarityData-driven decision maker with experience defining leading and lagging indicatorsExecutive-level communication and stakeholder management skills10+ years of experience in Product Operations, Customer Programs, Technical Program Management, Platform Operations, or Product EnablementProven experience designing and scaling customer collaboration, beta, pilot, or early access programs in a B2B SaaS environmentStrong track record working across Product, Engineering, Product Marketing, and Customer SuccessExperience operating at Manager or Senior Manager level in complex, matrixed organizations Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees.
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