[Hiring] Director, AI Products @Coupa Software

Role Description

This is an internal AI product management role within Coupa's AI Center of Excellence (AI COE). We are seeking a strategic, operationally disciplined, and business-savvy Director, AI Products to lead our Customer Success and Support AI portfolio. This role owns the transition of our support and success operations into autonomous, proactive workflows, designing a unified, intelligent, and connected operating environment.

Acting as the critical AI-focused bridge between the CSO's leadership, AI Platform and AI Engineering teams, IT Portfolio Managers, and IT AI Delivery teams — partnering with AI Solution Architects to define the architecture, scaling strategy, and ongoing operation of our agentic ecosystem — you will ensure our initiatives drive measurable retention, adoption, and efficiency, while maintaining strict adherence to operational governance and trust.

What You'll Do

• Product Strategy & Operational Rhythm
  • Own the portfolio's roadmap and investment priorities, and be accountable for the business outcomes they are meant to deliver.
  • Build and defend business cases for the portfolio, including AI tool spend and AI project outcomes.
  • Develop and own the holistic Customer Success & Support AI strategy.
  • Act as the primary AI intake lead for the Customer Success and Support organization.
  • Apply a data-driven framework to score and rank agentic use cases by business value.
  • Own the AI product backlog and facilitate regular grooming sessions.
  • Drive the day-to-day operational rhythm, including risk assessment and cross-functional syncs.
  • Partner with department leadership to shape the long-term strategy for customer data governance and success intelligence.
  • Track the evolving AI agent landscape and proactively identify industry trends.
• Workflow Design & Agent Orchestration
  • Build and ship alongside the business.
  • Deconstruct multi-step support journeys into structured, logical agent sequences.
  • Lead the strategic decisions on which model or platform executes each use case.
  • Establish the "pulse" of our agents and build dashboards that track agent performance.
  • Lead the design of how agents present insights to CSMs and Support teams.
• Change Management, Governance, & Enablement
  • Drive the cultural transition from manual support processes to agent-assisted motions.
  • Cultivate a network of "Success Power Users" to act as champions.
  • Partner with enterprise stakeholders to embed compliance guardrails.
  • Lead the portfolio through cross-functional partners, champions, and delivery teams.
  • Present portfolio strategy, progress, and risks to executive leadership.

What Success Looks Like

• CSMs and Support teams use the agents in their daily work and trust the results.
• The portfolio shows realized value in retention, adoption, and efficiency.
• Agents that reach customers are accurate, compliant, and empathetic.
• Agent builds follow a roadmap sequenced on the customer journey.

Qualifications

• 10+ years of product management, strategy, or enterprise program management experience.
• Experience leading cross-functional teams and portfolios through influence.
• Deep functional knowledge of the customer lifecycle.
• Proven ability to move beyond task-level automation to ecosystem-level transformation.
• Demonstrated ability to influence senior leaders without direct authority.
• You thrive in high-ambiguity environments where priorities shift rapidly.
• You possess a keen "pulse" on the evolving agentic landscape.
• Hands-on experience architecting, building, and scaling AI agents.

Benefits

• Global Wellness Days: Two designated, company-wide paid wellness days off each year.
• Birthday Time-Off: A paid day off on your birthday or another day of your choice within your birthday month.
• Volunteer Time Off (VTO): 40 hours of paid VTO annually to support community initiatives.
• Employee Assistance Program (EAP): Free, confidential, 24/7/365 counseling and resources.
• Business Travel Protection: Medical, safety, pre-trip planning, and emergency support during business travel.
• Referral Bonus Program: Generous monetary referral bonuses for successful hires.