Sr Lead P&T Operations - 11591

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