Director of Technology Operations - 10801

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 Director of Technical Operations at Coupa:

We are seeking a seasoned and strategic Director of Technical Operations to lead our 24x7 global operations team. This team is the first line of defense responsible for the reliability, performance, and security of the mission-critical Coupa BSM platform, which runs on a multi-cloud architecture across AWS, Azure, and GCP.

The ideal candidate is a process-oriented and strategic leader with a holistic, systems-thinking approach to operational excellence. They are proactive and meticulous, with a keen attention to detail, and understand that the health of the entire ecosystem is paramount, transcending individual team silos. This role is pivotal in upholding the "as-a-Service" promise to Coupa's global customers by ensuring maximum uptime, performance, and security. You will blend strategic planning with tactical execution to build a world-class operations function that enables our business to scale effectively.

• Leadership & Strategy:
• Lead, mentor, and develop a global team of 24x7 Technical Operations Engineers, fostering a culture of ownership, customer-centricity, and continuous improvement.
• Define the vision, strategy, and roadmap for the Technical Operations function, establishing repeatable, scalable processes that align with Coupa's overall product and business objectives.
• Measure and and report on customer-facing Service Level Agreements (SLAs) and internal Service Level Objectives (SLOs), ensuring contractual commitments are met.
• Cloud Infrastructure & Maintenance:
• Direct the routine maintenance, monitoring, and health management of the Coupa platform's multi-cloud infrastructure across AWS, Azure, and GCP.
• Ensure robust monitoring, logging, and observability systems are in place to proactively identify and address potential issues before they impact customers.
• Oversee capacity planning and performance tuning to support a rapidly growing customer base and ensure our services remain scalable and efficient.
• Security & Patch Management:
• Lead the team in proactive patch management and vulnerability remediation across all systems and services to protect sensitive customer data and maintain a strong security posture.
• Collaborate with the security team to implement and enforce security best practices, conduct audits, and ensure compliance with industry standards (e.g., SOC 2, ISO 27001).
• Release & Deployment Management:
• Partner with Engineering teams to manage and improve our automated CI/CD pipelines for deploying new features and updates to the Coupa platform.
• Ensure deployment processes are reliable, repeatable, and safe, incorporating automated testing and rollback capabilities to maintain service stability.
• Refine release orchestration processes to minimize risk and downtime during software updates.

• Experience: 10+ years of experience in Technical Operations, Site Reliability Engineering (SRE), or DevOps, with at least 5+ years in a leadership role managing a technical team.
• SaaS Operations Experience: Demonstrable experience managing operations for a B2B or B2C SaaS product, with a deep understanding of the unique challenges related to multi-tenancy, customer data security, and high availability.
• Multi-Cloud Expertise: Deep, hands-on experience managing production workloads in a multi-cloud environment, with knowledge in at least two of the following: AWS, Azure, or GCP.
• 24x7 Operations: Proven experience managing a distributed, 24x7 operations or NOC team responsible for a mission-critical SaaS platform.
• CI/CD: Solid understanding of and experience with CI/CD principles and tools (e.g., Jenkins, GitLab CI, Azure DevOps, CircleCI).
• Monitoring & Observability: Extensive experience with modern monitoring and logging tools (e.g., Prometheus, Grafana, Datadog, New Relic, ELK Stack, Splunk).
• Leadership: Exceptional leadership, communication, and interpersonal skills with the ability to inspire and motivate a team.

The estimated pay range for this role is $173,000 - $225,000

The starting salary for the successful candidate will be based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

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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. 

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