Job Description
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 Sr. Associate Knowledge Manager at Coupa:
Coupa’s Value Services division is transitioning our workforce from manual “Doers” to strategic “Editors” by automating our most expensive operational bottlenecks. As the execution engine for this shift, you will hunt down the “human middleware”—the manual routing and redundant data-entry that delays customer onboarding. Partnering with frontline experts, you will deconstruct legacy workflows and translate human actions into strict, machine-executable logic. Your ultimate deliverable is the “Launch-Ready Package”—the exact business specs and ROI justifications enterprise IT needs to deploy impactful AI solutions.
What You’ll Do:
- Triage and analyze crowdsourced operational pain points from the Value Services frontline. Identify bottlenecks that represent the highest dual-value ROI (reducing internal manual hours AND accelerating Customer Time-to-Value).
- Conduct rapid, targeted data collection with frontline Subject Matter Experts to deconstruct legacy “Human Middleware” workflows (e.g., manual routing, data-entry mules).
- Map complex human workflows into logical “as-is” and AI-optimized “to-be” blueprints, explicitly identifying where AI agents will replace manual tasks. Apply deep systems-thinking to prevent the automation of broken processes. Map logic boundaries, decision trees, and prompt constraints for our AI Orchestrator.
- Draft the comprehensive business logic specs, decision matrices, and ROI justifications required by enterprise IT to code and deploy prioritized AI solutions.
- Partner with elite frontline SMEs to pressure-test process specs, catching edge cases, logic gaps, and localization nuances before handing requirements over to the IT pipeline.
- Establish and scale a continuous operational feedback loop to proactively capture shifting workflow pain points and identify new automation or optimization vectors as business needs evolve. Equip business leaders with the data-driven frameworks and operational metrics required to define their own automated workflow SLAs, empowering them to optimize performance and secure long-term ROI.
What You Will Bring to Coupa:
- 3-5 years having analyzed and redesigned complex business processes, translating ambiguous, human-driven workflows into structured, machine-executable logic, process maps, and operational frameworks.
- Partnered with business and technical stakeholders to evaluate workflow automation opportunities, defining optimal handoffs between automated systems and human decision-making processes.
- Authored detailed business requirements, user stories, functional specifications, and process documentation to support successful development, implementation, and adoption of technology solutions.
- Leveraged process mapping and visualization tools including Lucidchart, Visio, and Miro to document current-state operations, design future-state workflows, and drive organizational alignment.
- Conducted operational and process analysis to identify inefficiencies, quantify business impact, and deliver workflow improvements that enhanced customer outcomes, operational efficiency, and profitability.
- Applied a rigorous QA and “Red Team” mindset to anticipate process failures, design controls and safeguards, facilitate stakeholder workshops, and successfully lead cross-functional change management initiatives.
#LI-TC1
#LI-Remote
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.
By submitting your application, you acknowledge that you have read Coupa’s Privacy Policy and understand that Coupa receives/collects your application, including your personal data, for the purposes of managing Coupa’s ongoing recruitment and placement activities, including for employment purposes in the event of a successful application and for notification of future job opportunities if you did not succeed the first time. You will find more details about how your application is processed, the purposes of processing, and how long we retain your application in our Privacy Policy.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
