Director of AI Products — Customer Success & Support

Coupa; 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 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.