Sr Lead P&T Operations - 11591

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.

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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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