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
What you will bring to Coupa:
- 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.
Top Skills
What the Team is Saying
What We Do
Coupa is a global technology company that helps businesses run smarter by connecting all the ways they spend money — from procurement and expenses to payments and supply chain decisions — in one intelligent platform. In simple terms, Coupa gives organizations the visibility and control they need to make better financial choices, reduce waste, and drive real impact. It’s where technology meets purpose: helping companies manage their resources more responsibly while creating a positive ripple across their people, partners, and the planet.
Why Work With Us
At Coupa, we prioritize an inclusive and empathetic workplace where every voice is valued. Our teams are proactive and accountable, ensuring we collaborate effectively to achieve our goals. The foundation of our culture rests on our people; we believe in fostering an environment that encourages innovation and curiosity.
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Coupa Offices
Remote Workspace
Employees work remotely.
Our virtual-first approach is intentional. It gives you the freedom to do your best work in a space that supports focus, balance, and creativity, while staying connected to a global team of changemakers who are redefining the future of business spend
