Director, AI Products – Customer Success & Support

🕒 Outubro 15

🏄 California – Remoto

🏄 California – Remote

💵 $201.000 - $281.000 / ano

⏰ Tempo Integral

🔴 Especialista

🏆 Sucesso do Cliente

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Coupa Software

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2006

💼 Consultoria

📦 Logística

🏥 Saúde

Consulting • Logistics • Healthcare

A Coupa Software é uma fornecedora líder de soluções de gestão de gastos corporativos (Business Spend Management — BSM). Sua plataforma foca em otimizar e transformar os gastos diretos e indiretos em Procurement (Compras), Finanças, Cadeia de Suprimentos e TI. A Coupa utiliza inteligência artificial (IA) e insights de dados em larga escala para impulsionar eficiências de custos, gerenciar relacionamentos com fornecedores e mitigar riscos. Com produtos que abrangem áreas como faturamento, pagamentos, gestão de despesas e colaboração na cadeia de suprimentos, a Coupa atende a uma ampla gama de setores, incluindo automotivo, saúde, varejo e outros. Sua comunidade e seu ecossistema de parceiros abrangentes permitem que as organizações descubram economias ocultas e melhorem a conformidade (compliance), promovendo crescimento e resiliência em um cenário econômico em constante mudança.

Descrição

• Own the Customer Success and Support AI portfolio roadmap, investment priorities, and business outcomes • Set operating cadence and standards for product and delivery teams' backlogs, risks, and milestones • Build and defend portfolio business cases, including AI tool spend and project outcomes • Develop the holistic Customer Success and Support AI strategy for global operations • Translate cross-functional Customer Success and Support requirements into product requirements for AI Platform and AI Engineering teams • Prioritize agentic use cases using data-driven business-value analysis • Own the AI product backlog and facilitate requirements grooming • Drive operational rhythm, risk assessment, cross-functional synchronization, status reporting, and program tracking • Shape customer data governance and success intelligence strategy • Track AI-agent market and competitive intelligence • Prototype, build, ship, operate, and iterate AI agents on approved platforms and tooling • Deconstruct support journeys into structured agent sequences • Lead model and platform orchestration decisions with AI Solution Architects • Build dashboards monitoring agent performance, resolution accuracy, and system reliability • Define agent user interfaces and lead validation and testing for accurate, compliant, empathetic outputs • Drive change management, communication, training, and frontline adoption • Develop a network of regional Success Power Users and champions • Embed compliance guardrails for sensitive data and predictable, brand-aligned agent behavior • Lead cross-functional partners and delivery teams; build and lead a product and delivery team as the portfolio scales • Present strategy, progress, and risks to executives and steering committees • Deliver agents that improve retention, adoption, and efficiency

🎯 Requisitos

• 10+ years of product management, strategy, or enterprise program management experience • Proven track record of shipping software solutions within Customer Success, Support, or Service Cloud ecosystems • Experience owning a portfolio end to end, including roadmap, business case, and outcomes • Experience leading cross-functional teams and portfolios through influence • Ability to hire, develop, and lead a team as scope grows • Deep functional knowledge of the customer lifecycle, onboarding flows, ticket orchestration, and enterprise-scale account health modeling • Proven ability to evaluate and orchestrate different AI-agent architectures • Experience partnering with AI Solution Architects to validate technical architecture decisions • Ability to influence senior leaders without direct authority • Ability to translate technical AI constraints into plain-English business solutions • Experience operating in high-ambiguity environments with rapidly shifting priorities • Strategic fluency in the evolving agentic AI landscape • Hands-on experience architecting, building, and scaling AI agents • Ability to own the full AI-agent lifecycle from rapid prototyping to production deployment • Ability to autonomously develop and maintain complex agentic workflows

🏖️ Benefícios

• Two company-wide paid wellness days off each year • Paid day off on birthday or another day within birthday month • 40 hours of paid volunteer time off annually • Free, confidential, 24/7/365 Employee Assistance Program • Business travel medical, safety, pre-trip planning, and emergency support • Monetary referral bonuses • Location-specific comprehensive medical and dental insurance • Location-specific retirement or pension plans • Location-specific life or accident protection

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