Program Manager - KCS

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 Process Engineer to Coupa:

As a leader in Business Spend Management, Coupa is driving a wave of innovation. You'll join a rapidly growing, global organization with a supportive culture that values Customer Success, Focus on Results, and Striving for Excellence. This role offers the opportunity to make a massive impact, fundamentally changing how our Technical Support organization operates
and directly improving the experience of thousands of Coupa customers worldwide.

What you will do:

• Lead the end-to-end KCS Implementation Project for Technical Support, encompassing strategy, planning, and execution.
• Design and document standardized KCS workflows (Solve Loop and Evolve Loop), integrating them into existing support procedures.
• Develop and execute a robust change management plan to ensure enthusiastic adoption of new KCS behaviors and roles.
• Establish a scalable KCS Coaching Program framework to drive proficiency and long-term behavioral change among support staff.
• Define, track, and report on key performance indicators (KPIs) to measure KCS adoption, content quality, and business value.
• Collaborate with the Head of Knowledge Management to ensure strategies are aligned organization-wide and manage the KCS enablement/training program

• 5+ years of program or project management experience within a global technical support or service delivery environment.
• Mandatory deep experience with KCS principles and implementation (KCS v6 certification highly desirable).
• Proven experience in leading large-scale organizational change management initiatives.
• Exceptional communication and analytical skills with the ability to articulate concepts clearly and drive decisions based on data.
• Proven ability to work collaboratively with cross-functional teams (e.g., Product Management, Engineering, and Enablement).
• Familiarity with incorporating AI and LLM strategies to improve KCS and experience with knowledge management systems like Salesforce.