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.