Support Operations Program Manager - AI Technology

About the role:

The Support Operations Program Manager will have a focus on deploying AI technology within our Support ecosystem. The role sits at the intersection of the business & our technology, and the intersection of strategic & tactical. The Program Manager will work closely with leaders and teams from departments across the company to identify, prioritize, and execute critical AI technology projects to enhance efficiency, accuracy, and satisfaction for customers and agents

The ideal candidate will have deep experience with Support delivery and operations, deploying AI technology, and a passion for delivering exceptional customer experiences. Validated project management skills, change management experience, strong business and technical acumen, and the ability to lead cross-functional project teams are required. The role reports to the Director of Global Support Operations & Strategy.

This is a remote position open to candidates residing in the US except Alaska, Austin metro, California, Chicago metro, Connecticut, Dallas metro, Denver metro, Houston metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Washington, and Washington DC metro. Relocation assistance will not be provided for this role.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best.

In this role, you will: 

• Drive AI strategy: Shape and evolve AI strategy in close partnership with Support leadership by staying updated on AI trends, tools, and best practices. Leverage advancements to enhance our support ecosystem and maintain a competitive edge.
• Drive AI deployment initiatives: Oversee the end-to-end deployment of AI technology projects, ensuring seamless integration into our operations, in alignment with business goals.
• Collaborate across departments: Partner with Support, Sales, Marketing, Product, Engineering, and other teams to identify and prioritize impactful AI projects that benefit all of Samsara.
• Optimize customer and agent Experiences: Continuously analyze support processes and workflows to identify opportunities where AI can enhance efficiency, accuracy, and overall satisfaction for both customers and support agents.
• Drive performance metrics: Develop and track performance metrics to evaluate the success of AI deployments, using data-driven insights to refine and optimize technology applications.
• Act as an AI advocate: Educate and influence stakeholders on AI’s strategic benefits, building awareness and securing buy-in for projects.
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

Minimum requirements for the role:

• Bachelor's degree in Engineering, Operations Management, Computer Science, or a related field.
• 8+ years of experience in business operations with technology implementations.
• Technical Fluency with AI Tools and Platforms: Hands-on experience with AI tools and platforms used in customer support (e.g., NLP, machine learning).
• Customer-Centric Mindset: Demonstrated commitment to customer experience improvement through technology solutions.
• Strong analytical, communication, and project management skills, with the ability to translate complex concepts for varied audiences and drive organizational change, especially in introducing and scaling new technologies across teams.
• Demonstrated ability to focus on project details while maintaining a strategic view, adept at managing both granular tasks and big-picture change.

An ideal candidate also has:

• Advanced Degree: A Master’s degree in a relevant field, such as Data Science, Engineering, or Operations Management.
• Experience in B2B SaaS ecosystems.
• Experience with hardware and software solutions.