Sr. Associate Knowledge Manager

What You'll Do

• Triage and analyze crowdsourced operational pain points from the Value Services frontline. Identify bottlenecks that represent the highest dual-value ROI (reducing internal manual hours AND accelerating Customer Time-to-Value).
• Conduct rapid, targeted data collection with frontline Subject Matter Experts to deconstruct legacy "Human Middleware" workflows (e.g., manual routing, data-entry mules).
• Map complex human workflows into logical “as-is” and AI-optimized “to-be” blueprints, explicitly identifying where AI agents will replace manual tasks. Apply deep systems-thinking to prevent the automation of broken processes. Map logic boundaries, decision trees, and prompt constraints for our AI Orchestrator.
• Draft the comprehensive business logic specs, decision matrices, and ROI justifications required by enterprise IT to code and deploy prioritized AI solutions.
• Partner with elite frontline SMEs to pressure-test process specs, catching edge cases, logic gaps, and localization nuances before handing requirements over to the IT pipeline.
• Establish and scale a continuous operational feedback loop to proactively capture shifting workflow pain points and identify new automation or optimization vectors as business needs evolve. Equip business leaders with the data-driven frameworks and operational metrics required to define their own automated workflow SLAs, empowering them to optimize performance and secure long-term ROI.

What You Will Bring to Coupa

3-5 years having analyzed and redesigned complex business processes, translating ambiguous, human-driven workflows into structured, machine-executable logic, process maps, and operational frameworks.

Partnered with business and technical stakeholders to evaluate workflow automation opportunities, defining optimal handoffs between automated systems and human decision-making processes.

Authored detailed business requirements, user stories, functional specifications, and process documentation to support successful development, implementation, and adoption of technology solutions.

Leveraged process mapping and visualization tools including Lucidchart, Visio, and Miro to document current-state operations, design future-state workflows, and drive organizational alignment.

Conducted operational and process analysis to identify inefficiencies, quantify business impact, and deliver workflow improvements that enhanced customer outcomes, operational efficiency, and profitability.

Applied a rigorous QA and "Red Team" mindset to anticipate process failures, design controls and safeguards, facilitate stakeholder workshops, and successfully lead cross-functional change management initiatives.