Lead and scale Coupa's customer collaboration operating model for Early Adopter, Limited Availability, and Managed Availability programs. Own program definitions, governance, metrics, and cross-functional orchestration with Product, Engineering, GTM, and Customer Success. Capture and operationalize customer feedback, provide executive reporting, and ensure consistent, evidence-based rollouts and adoption.
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 Model
- Define 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 model
- Ensure consistent application of these programs across product lines, preventing ad-hoc or inconsistent customer exposure
- Strategic Program Leadership
- Serve as the executive owner for how customers are:
Selected and onboarded into collaboration programs - Engaged throughout the program lifecycle
- Offboarded or transitioned as capabilities mature
- Balance customer value, product learning, operational risk, and GTM readiness in all program decisions
- Act as a trusted advisor to Product, Engineering, and GTM leaders on when and how to engage customers pre-GA
- Cross-Functional Orchestration
- Work in close concert with:
- Product Management & Engineering to align learning objectives, readiness expectations, and instrumentation
- Product Marketing & Customer Marketing to validate messaging constraints, positioning readiness, and launch sequencing
- Customer Success & Support to ensure enablement, escalation paths, and operational readiness
- Drive alignment through clear standards, structured forums, and data-backed recommendations
- Customer Insight & Feedback Systems
- Design and scale mechanisms to capture, synthesize, and operationalize customer feedback from collaboration programs
- Ensure insights flow back into:
- Product and engineering decisions
- GTM readiness and enablement
- Adoption and value realization strategies
- Partner with Community, and Customer Advisory Boards (CABs), Product Innovation Councils (PICs) run by Product Success, and other customer collaboration vehicles as appropriate
- Governance, Standards & Scale
- Define and maintain standard operating principles, templates, runbooks, and tooling for customer collaboration programs
- Establish governance to ensure programs are:
- Intentional, not opportunistic
- Measured, not anecdotal
- Scalable, not bespoke
- Continuously evolve the model based on outcomes, organizational maturity, and customer needs
- Metrics, Insights & Executive Reporting
- Define and track evidence-based success metrics across:
- Adoption and usage
- Usability and customer experience
- Operational readiness and supportability
- Value realization and risk
- Provide executive-level insights and recommendations on:
- Program progression
- Readiness to advance to GA
- Areas requiring remediation or investment
What You Will Bring to Coupa:
- Strong operating-model and systems thinking
- Ability to lead through influence and structure rather than authority
- Comfort navigating ambiguity and driving clarity
- Data-driven decision maker with experience defining leading and lagging indicators
- Executive-level communication and stakeholder management skills
- 10+ years of experience in Product Operations, Customer Programs, Technical Program Management, Platform Operations, or Product Enablement
- Proven experience designing and scaling customer collaboration, beta, pilot, or early access programs in a B2B SaaS environment
- Strong track record working across Product, Engineering, Product Marketing, and Customer Success
- Experience 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.
Please be advised that inquiries or resumes from recruiters will not be accepted.
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