Senior Associate Knowledge Manager

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Assess and analyze operational challenges sourced from the Value Services frontline. Pinpoint bottlenecks that yield the maximum dual-value ROI (minimizing internal manual hours AND speeding up Customer Time-to-Value).

• Perform swift, targeted data gathering with frontline Subject Matter Experts to dissect legacy "Human Middleware" workflows (such as manual routing and data-entry tasks).

• Illustrate intricate human workflows into coherent “as-is” and AI-enhanced “to-be” models, clearly indicating where AI agents will take over manual duties. Utilize comprehensive systems-thinking to avoid automating flawed processes. Outline logic boundaries, decision trees, and prompt limitations for our AI Orchestrator.

• Compose detailed business logic specifications, decision matrices, and ROI justifications needed by enterprise IT to develop and implement prioritized AI solutions.

• Collaborate with top frontline SMEs to rigorously test process specifications, identifying edge cases, logical inconsistencies, and localization specifics before transferring requirements to the IT pipeline.

• Create and expand a continuous operational feedback mechanism to proactively capture evolving workflow challenges and uncover new automation or optimization opportunities as business requirements shift. Provide business leaders with data-driven frameworks and operational metrics necessary to establish their own automated workflow SLAs, enabling them to enhance performance and achieve sustainable ROI.

⛳️ Requirements

• 3-5 years of experience in analyzing and redesigning complex business processes, converting vague, human-driven workflows into structured, machine-readable logic, process maps, and operational frameworks.

• Collaborated with business and technical stakeholders to assess workflow automation possibilities, defining optimal transitions between automated systems and human decision-making processes.

• Drafted comprehensive business requirements, user narratives, functional specifications, and process documentation to facilitate the successful development, implementation, and adoption of technology solutions.

• Utilized process mapping and visualization tools such as Lucidchart, Visio, and Miro to document existing operations, design future workflows, and foster organizational alignment.

• Executed operational and process analyses to detect inefficiencies, quantify business impacts, and deliver workflow enhancements that improved customer experiences, operational efficiency, and profitability.

• Employed a stringent QA and "Red Team" approach to foresee process failures, design controls and safeguards, conduct stakeholder workshops, and effectively lead cross-functional change management initiatives.

🏝️ Benefits

• Pioneering Technology: At Coupa, we are leading the charge in innovation, utilizing the latest technology to provide our customers with enhanced efficiency and visibility in their spending.

• Collaborative Culture: We prioritize teamwork and collaboration, fostering a culture characterized by transparency, openness, and a unified commitment to excellence.

• Global Impact: Become part of a company where your contributions have a worldwide, measurable effect on our clients, the business, and each other.