Director, Support Enablement

Summary

Join Samsara as a Director of Support Enablement and lead the global Support Enablement functions across Training Delivery, Enablement Programs, and Quality. You will own the vision and roadmap for enabling Samsara's Support department to deliver exceptional service. Responsibilities include driving strategy and execution for learning programs, ensuring excellence in the global quality program, and collaborating cross-functionally on talent development initiatives. You will build and lead a high-performing team of trainers, program managers, instructional designers, and QA professionals. This remote position is open to candidates residing in the US, excluding the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area. The role requires a collaborative leader with deep enablement expertise and a bias for action.

Requirements

• 10+ years of experience in Learning & Development
• 5+ years of experience managing and developing teams
• Proven success in building and leading global support enablement programs
• Strong organizational leadership abilities, including clear communication, influencing skills, and fostering collaboration
• Experience designing, delivering, and evaluating technical training, especially for remote teams
• Proactive approach with a strategic mindset and commitment to high standards
• Excellent communication skills, including writing, presentation design, and stakeholder management

Responsibilities

• Lead and scale global Support Enablement functions across Training Delivery, Enablement Programs, and Quality
• Own the vision and roadmap for how Samsara enables its Support department to deliver exceptional service across all teams, including Customer Support, Technical Support, Product Support Engineering, and Technical Account Management
• Drive strategy and execution for learning programs across onboarding, everboarding, instructor-led training, and eLearning platforms
• Drive excellence in the global quality program, including CSAT, QA audits, coaching frameworks, and QMS tooling — driving consistent, high-quality customer experiences
• Collaborate cross-functionally to lead talent development initiatives including career paths, skill & competency development, and leadership development within Support
• Build and lead a high-performing, globally distributed team of trainers, program managers, instructional designers, and QA professionals
• 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

Preferred Qualifications

• Certified Professional in Learning and Performance (CPLP) credential from the Association for Talent Development (ATD)
• Project Management Professional (PMP) certification from the Project Management Institute (PMI)
• Demonstrated experience with instructional design methodologies and learning technologies
• Experience with B2B hardware and SaaS products
• Bilingual, both spoken and written in English and Spanish
• Ability to travel to Mexico City 10% of the time

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