Principal Services Operations Lead- 11800

Coupa; Boston (MA); On-site; USD 190,000 - 230,000; Full time

Benefits offered by this job

Global Wellness Days

Birthday Time Off

Volunteer Time Off

Employee Assistance Program

Travel protection

Job summary

Coupa is seeking a Principal Delivery Strategy and Operations leader to shape undefined processes, build scalable solutions, and lead cross-functional teams in Services Delivery. You will translate complex questions into analytical plans, develop decision models, and partner with analytics, finance, and engineering to drive value across the Services lifecycle.

The role emphasizes ownership from idea to outcome, establishing new processes, frameworks, and dashboards while aligning stakeholders

Qualifications

• 10+ years in management consulting, strategy & operations, or business operations.
• Experience solving complex multi-team problems and interacting with senior/executive leaders.
• Strong analytical and Excel skills, including modeling and scenario analysis.
• Experience with BI tools (Power BI or Sigma) and partnering with data and engineering teams.
• Systems-thinking approach with the ability to question assumptions.
• Strong communicator who simplifies complex topics and works independently in ambiguity.
• Bonus: experience in Professional Services, consulting, or subscription-based businesses.
• Bonus: familiarity with forecasting, scoring models, validation, and collaborating with data science on ML projects.

Responsibilities

• Turn broad questions into clear problem statements and practical plans.
• Analyze how systems, incentives, and behaviors connect across the services lifecycle.
• Take ownership from idea to outcome, working with teams across the business.
• Build simple frameworks to compare scenarios and understand tradeoffs.
• Partner with analytics and technical teams to build decision-support models.
• Help identify where advanced analytics and ML can improve forecasting and delivery.
• Shape business processes where none exist today and design new workflows.
• Develop metrics, routines, and decision processes to guide a growing organization.
• Work with Delivery, Finance, and Regional Operations to stay aligned on priorities.
• Define dashboards and reporting that meet diverse audience needs.

Skills

Analytical skills

Excel

Communication

Systems thinking

Power BI

Sigma

Problem solving

Tools

Power BI

Sigma

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 Principal Delivery Strategy and Operations at Coupa:

We're building a stronger, more connected Value Services Operations organization at Coupa, and we're looking for a Principal Services Operation Lead, known internally as a Principal Delivery Strategy and Operationsto help us get there. In this role, you'll work with us to understand complex problems, shape business processes that are largely undefined today, and develop clearer decision-making methods.

• Work with Services Sales and Delivery leaders to turn broad questions into clear problem statements and practical plans
• Look at how systems, tools, incentives, and behaviors connect across the services lifecycle, with attention on root causes — not symptoms — to build solutions that last
• Take ownership from idea to outcome, working with teams across the business
• Build simple, clear frameworks to compare scenarios and understand tradeoffs, translating business questions into analytical requirements that teams can build from
• Partner with analytics and technical teams to build models and outputs that support confident decisions
• Help identify where advanced analytics and machine learning can improve forecasting and delivery
• Shape business processes where none exist today — much of Services Delivery Operations runs on tribal knowledge and ad-hoc decisions rather than defined process; you'll design and stand up the processes, not just refine existing ones
• Help develop the metrics, routines, decision processes, and broader improvements that guide a growing organization as we simplify, standardize, and scale
• Work closely with Delivery, Finance, and Regional Operations to stay aligned on priorities Build Scalable Insight
• Define what dashboards and reporting should answer, ensure they meet the needs of different audiences, and balance accuracy with practicality when a directional answer is enough to move forward

• 10+ years in management consulting, strategy & operations, or business operations.
• Experience solving complex multi-team problems and interacting with senior/executive leaders.
• Strong analytical and Excel skills, including modeling and scenario analysis.
• Experience with BI tools (Power BI or Sigma preferred) and partnering with data and engineering teams.
• Systems-thinker who evaluates 2nd- and 3rd-order effects and constructively questions assumptions.
• Strong communicator who simplifies complex topics and operates independently in ambiguous environments.
• Bonus: Experience in Professional Services, consulting, or subscription-based businesses.
• Bonus: Familiarity with forecasting, scoring models, validation, and collaborating with data science on ML projects.

At Coupa, we are 100% committed to creating and nurturing an environment that supports your physical, mental, and community well-being. We offer a comprehensive suite of benefits designed to help you and your family thrive:

Global Well-Being Perks (For All Employees Globally)

• Global Wellness Days:Enjoy two designated, company-wide paid wellness daysoffeach year (typically the first Friday in March and the last Friday in September) so the entire global team can unplug, step away, and recharge together.
• BirthdayTime-Off:Celebrate your day!Coupa provides a paid dayoffon yourbirthdayor another day of your choice within yourbirthdaymonth.
• VolunteerTimeOff(VTO):Giving back is in our DNA.We offer 40 hours of paid VTO annually to support the community initiatives and volunteer programs you are passionate about.
• Employee Assistance Program (EAP):Access free, confidential, 24/7/365 counseling and resources for emotional support, work-life solutions, financial advice, legal guidance, and support for new parents.
• Business Travel Protection:Travel with peace of mind.Zurich Travel Assist provides medical, safety, pre-trip planning, and emergency support during any business travel.
• Referral Bonus Program:Share the Coupa experience!Receive generous monetary referral bonuses when you successfully refer talented friends or acquaintances who are hired into open roles.

Please note: In addition to these global well-being perks, Coupa offers highly competitive, location-specific benefits packages (which include comprehensive medical/dental insurance, retirement/pension plans, and life or accident protection) tailored to your primary work location. Your recruiter will walk you through the specific regional benefits package for this role during the interview process.

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.