Director, Ai Products – Customer Success & Support - 11835

Coupa Software Inc.; Xico; On-site; MXN 1,500,000 - 2,100,000; Full time

Job summary

Coupa seeks a Director, AI Products to lead Customer Success & Support AI initiatives. This role owns strategy, operational rhythm, and an autonomous agentic operating model across global operations, coordinating with AI Platform and IT Delivery teams.

You will drive market insights, define use cases, and align with governance frameworks to enable measurable retention, adoption, and efficiency.

Qualifications

• Strategic portfolio ownership with accountable business outcomes.
• Defend AI tool spend and AI project outcomes in planning.
• Autonomous agentic strategy development for global operations.
• Translate cross-functional requirements into clear AI product specs.
• Apply data-driven scoring to rank agentic use cases.
• Own the AI product backlog and ensure timely delivery.
• Collaborate with CSO leadership, AI Platform, and AI Delivery teams.

Responsibilities

• Own the portfolio's roadmap and investment priorities.
• Define operating cadence for product and delivery teams, manage backlogs and milestones.
• Develop and own holistic AI strategy for scalable global operations.
• Bridge CS and Tech by translating requirements into AI platform specs.
• Prioritize use cases using data-driven framework balancing value and customer health.
• Maintain backlog grooming and cross-functional alignment.
• Shape data governance and success intelligence aligned with data strategy.
• Monitor market trends in AI agent landscape.

Skills

Strategic thinking

Operations management

Business acumen

Cross-functional collaboration

Data-driven decision making

Tools

AI Platform

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 Director, AI Products – Customer Success & Support at Coupa:

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:

1. Product Strategy & Operational Rhythm

• Portfolio Ownership & Outcomes: Own the portfolio's roadmap and investment priorities, and be accountable for the business outcomes they are meant to deliver. Set the standards and operating cadence for how product and delivery teams manage backlogs, risks, and milestones.

• Financial & Business Ownership: Build and defend business cases for the portfolio, including AI tool spend and AI project outcomes (topline or opex efficiency), and provide input to annual operating planning. Be accountable for the value the portfolio realizes after delivery.

• Autonomous Agentic Strategy: Develop and own the holistic Customer Success & Support AI strategy that provides a unified, scalable operating model for global operations, while building the architectural flexibility to adapt workflows for specific regional market nuances, regulatory frameworks, and local support motions.

• CS-to-Tech Bridge: Act as the primary AI intake lead for the Customer Success and Support organization (including Professional Services, Education, and Enablement). Translate complex cross-functional requirements into structured, clear product requirements for AI Platform and AI Engineering teams.

• Use Case Prioritization: Apply a data-driven framework to score and rank agentic use cases by business value - balancing immediate support deflection with long-term customer health and loyalty. Maintain a rolling AI roadmap that sequences agent builds based on the customer journey.

• Backlog & Execution: Own the AI product backlog. Facilitate regular grooming sessions to break down requirements into actionable tasks, ensuring clear dependency management and scope control.

• Operational Cadence: Drive the day-to-day operational rhythm, including risk assessment and cross-functional syncs, and collaborate with the Enterprise PMO on status reporting and program tracking, to ensure the platform meets its delivery milestones.

• AI, Data, & BI Strategy: Partner with department leadership to shape the long-term strategy for customer data governance and success intelligence. Ensure our AI roadmap is directly tied to the broader data strategy of the organization.

• Market & Competitive Intelligence: Track the evolving AI agent landscape and proactively identify industry trends that validate or challenge our strategy, ensuring our suite remains a market-leading customer experience.

2. Workflow Design & Agent Orchestration

• Hands-On Delivery: Build and ship alongside the business. Prototype quickly, take agents from problem to production, operate what you ship, and iterate on real user feedback. You build on the approved platform and tooling, while AI Platform and AI Engineering own platform-level code, hardening, and technical monitoring.

• Process Engineering: De