Support Operations Program Manager - AI Technology

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

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.

Samsara’s Compensation Philosophy: Samsara’s compensation program is designed to deliver Total Direct Compensation (based on role, level, and geography) that is at or above market. We do this through our base salary + bonus/variable + restricted stock unit awards (RSUs) for eligible roles. For eligible roles, a new hire RSU award may be awarded at the time of hire, and additional RSU refresh grants may be awarded annually.

We pay for performance, and top performers in eligible roles may receive above-market equity refresh awards which allow employees to achieve higher market positioning.

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email protected] or click hereif you require any reasonable accommodations throughout the recruiting process.

Flexible Working

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.