JOBS COMPANIES CAREER EVENTS CONTACT US LOGIN JOIN POST A JOB Consultant, Supplier Services Coupa Software November 30, 2021 Ann Arbor, Michigan Share This Save job Coupa Software (NASDAQ: COUP), a leader in business spend management (BSM), has been certified as a “Great Place to Work” by the Great Place to Work organization. We deliver “Value as a Service” by helping our customers maximize their spend under management, achieve significant cost savings and drive profitability. Coupa provides a unified, cloud-based spend management platform that connects hundreds of organizations representing the Americas, EMEA, and APAC with millions of suppliers globally. The Coupa platform provides greater visibility into and control over how companies spend money. Customers – small, medium and large – have used the Coupa platform to bring billions of dollars in cumulative spend under management. Learn more at www.coupa.com. Read more on the Coupa Blog or follow @Coupa on Twitter. Do you want to work for Coupa Software, the world's leading provider of cloud-based spend management solutions? We’re a company that had a successful IPO in October 2016 (NASDAQ: COUP) to fuel our innovation and growth. At Coupa, we’re building a great company that is laser focused on three core values: 1. Ensure Customer Success – Obsessive and unwavering commitment to making customers successful. 2. Focus On Results – Relentless focus on delivering results through innovation and a bias for action. 3. Strive For Excellence – Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability. The Program Manager, Search & Discovery leads development, implementation, and support for the search and knowledge discoverability strategies and solutions that enable internal and external self-service. This role drives continued business value to our customers, partners, and employees by delivering world-class search experiences and constantly improving search relevancy, result quality, and recommendations in a way that ensures our stakeholders can find what they need when they need it. Both strategic and operational, the search program manager collaborates with internal stakeholders, subject matter experts, information technologists, and content professionals to optimize search experiences, reduce knowledge gaps, and improve overall findability of information through transparent and well-governed operating mechanisms. As part of the Knowledge Management team, this role is a change agent who will work with data sources ranging from highly structured technical information to user-generated content to deliver knowledge as a service to internal and external users. Responsibilities: Strategy and governance (30%) Partner with stakeholders to develop and maintain governance framework for search operations, including processes, structures, and standards for content ingestion, relevancy and recommendation tuning, promoted results management, knowledge gap resolution, and taxonomy/facet maintenance.Align business objectives, internal resources, and end-user needs to develop and implement short and long-term program strategies and technical project roadmaps for internal and external search applications.Provide guidance on findability strategies and practices to internal stakeholders to ensure alignment with governance framework. Search optimization (40%) Develop and monitor operational mechanisms to identify, collect, and interpret the right inputs to continuously improve the search experience, particularly in support of self service and case deflection.Analyze and use key operational search metrics and performance indicators to assess progress, produce insights, and act on opportunities for improvement.Execute search initiatives, based on data-driven insights, that deliver on operational targets.As the product owner for search, work with IT team to implement and manage search solution based on data-driven analyses, testing, and field/SME support.Solve complex search problems as they arise and provide guidance on how to minimize interruptions while working on permanent solutions. Program management (30%) Lead the search and discovery program, managing multiple concurrent projects and working cross-functionally to deliver within project timelines.Compile reports and create dashboards to share progress and ROI of search programs and initiatives.Develop and execute appropriate change management strategies, including coaching and mentoring content contributors in minimalism, structured authoring, single sourcing, content reuse, and delivery.Contribute to building a culture of end-to-end ownership, transparency, data driven decision-making, strong partnerships, and willingness to take controlled risks to achieve results Requirements: BA/BS in Information Systems, Information management, or a related field, or equivalent experienceProject management certification a plus3+ years hands-on program or product management experience with enterprise or intelligent search solutions (such as Coveo, Lucidworks, or SOLR) to deliver improved search effectiveness3+ years identifying operational issues and recommending and implementing strategies to resolve problemsSuccessful implementation of an enterprise search solution for internal audiencesExperience using search and user behavior analytics to develop insights, drive continuous improvement, and deliver business valueExperience with iterative design and implementation practices for user experiences and software developmentExperience with natural language processing and semantic technologies preferredExperience in a global organization preferred Skills and Abilities: In-depth knowledge and understanding of enterprise search technologies (such as SOLR, Coveo, Lucidworks, etc.) and how they can be deployed in different scenariosProven ability to drive, lead, and influence change without authorityStrong business and analytical skills (basic SQL skills a plus)Demonstrated understanding of user-centered interaction design methodsProficient in process improvement methodologiesAdept in organizational change and adapting to changing responsibilities, situations, and requirementsStrong ability to work on multiple projects with competing priorities and reprioritize work based on changing business needsSelf-directed, proactive, and detail-orientedExcellent written and verbal communications (technical and non-technical), project management, and organizational skillsAbility to work with distributed teams across multiple time zones Supervision: Little direction needed Managerial Responsibility: No direct reports No hiring or performance management responsibility Additional Job Considerations: Travel – 20% #LI-Remote At Coupa, we have a strong and innovative team dedicated to improving the spend management processes of today’s dynamic businesses. It’s our people who make it happen, and we strive to attract and retain the best in every discipline. We take care of our employees every way we can, with competitive compensation packages, as well as restricted stock units, an Employee Stock Purchase Program (ESPP), comprehensive health benefits for employees and their families, retirement and savings plans with employer match, a flexible work environment, no limit vacations for exempt employees, non-exempt employees are on an accrual basis for PTO, catered lunches…And much more! As part of our dedication to the diversity of our workforce, Coupa is committed to Equal Employment Opportunity without regard for race, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity or religion. Please be advised, inquiries or resumes from recruiters will not be accepted. 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