Senior Manager, Support Operations

Summary

Join Samsara's Global Customer Support organization as a Senior Manager of Core Support Operations, leading a team in business performance management, data analytics, and operational program management. You will drive cross-functional initiatives to meet KPIs, headcount targets, and strategic goals. This role requires strong leadership, analytical skills, and experience in high-growth environments. The position is open to US-based candidates outside of the San Francisco Bay Area, NYC Metro Area, and Washington, D.C. Metro Area. You will report to the Head of Global Support Operations & Strategy and partner with various stakeholders. Samsara offers a competitive compensation package and flexible working arrangements.

Requirements

• 10+ years of experience in operations, strategy, business analytics, and/or consulting in a high-growth, fast-paced environment
• 5+ years of experience managing and developing teams
• Strong background in business operations, planning & budgeting, and KPI tracking
• Excellent analytical and modeling skills with fluency in Excel, SQL, and BI platforms (e.g., Tableau)
• Proven ability to lead cross-functional programs, including experience with strategic planning and execution
• Strong written and verbal communication skills, including executive-level presentation experience
• Experience working with global teams and collaborating across multiple time zones

Responsibilities

• Lead the global Support Operations team across business operations, data analytics, and operations program management
• Partner with Support leadership to set, track, and deliver KPIs, OKRs, and strategic initiatives
• Drive quarterly operating rhythms, including headcount, budget, & KPI attainment
• Drive operational support and change management for high-priority business initiatives and RTB (Run-the-Business) enhancements
• Own and evolve the data infrastructure, analytics models, and dashboards that provide visibility into Support performance and customer experience
• Act as a strategic thought partner to business unit leaders, driving planning, execution, and operational excellence
• Develop and mentor a high-performing, globally distributed team
• 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

• MBA or advanced degree
• Experience in customer support or contact center operations
• Familiarity with AI-powered support analytics or automation technologies
• Background in both SaaS and hardware businesses
• Experience scaling teams and systems in a hyper-growth company

Benefits

• Health benefits
• Samsara for Good charity fund
• Employee-led remote and flexible working