Senior Manager, Support Operations

closed
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Samsara

πŸ’΅ $126k-$202k
πŸ“Remote - United States

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
This job is filled or no longer available