Senior Lead P&T Operations

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

📋 Description

• Take charge of the Customer Collaboration Operating Model.

• Define and put into action Coupa’s Customer Collaboration Programs, which encompass:

• - Early Adopter Programs (EAP)

• - Limited Availability (LA)

• - Managed Availability (MA)

• Establish clear definitions, objectives, guidelines, and success criteria for each collaboration model.

• Ensure uniform application of these programs across product lines to avoid ad-hoc or inconsistent customer exposure.

• Act as the executive owner responsible for the selection and onboarding of customers into collaboration programs.

• Balance customer value, product learning, operational risk, and go-to-market readiness in all program decisions.

• Serve as a trusted advisor to Product, Engineering, and GTM leaders regarding customer engagement prior to general availability (GA).

• Collaborate closely with Product Management & Engineering, Product Marketing & Customer Marketing, as well as Customer Success & Support.

• Design and implement mechanisms to capture, synthesize, and operationalize customer feedback from collaboration programs.

• Define and uphold standard operating principles, templates, runbooks, and tools for customer collaboration programs.

• Define and monitor evidence-based success metrics across adoption and usage, usability and customer experience, operational readiness and supportability, as well as value realization and risk.

• Provide executive-level insights and recommendations regarding program progression, readiness to advance to GA, and areas needing remediation or investment.

⛳️ Requirements

• Over 10 years of experience in Product Operations, Customer Programs, Technical Program Management, Platform Operations, or Product Enablement.

• Demonstrated experience in designing and scaling customer collaboration, beta, pilot, or early access programs in a B2B SaaS environment.

• Strong history of collaboration across Product, Engineering, Product Marketing, and Customer Success teams.

• Experience operating at the Manager or Senior Manager level in complex, matrixed organizations.

• Solid understanding of operating models and systems thinking.

• Ability to lead through influence and structure rather than authority.

• Comfortable navigating ambiguity and driving clarity.

• Data-driven decision-maker with experience in defining leading and lagging indicators.

• Exceptional communication skills and stakeholder management at the executive level.

🏝️ Benefits

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

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

• Global Impact: Become part of a company where your contributions make a global, measurable difference to our clients, the business, and each other.