Support Operations Program Manager

Summary

Join Samsara, a pioneer in the Connected Operations™ Cloud, as a Support Operations Program Manager focused on deploying AI technology within our Support ecosystem. This remote position, open to Canadian residents, requires deep experience in support delivery, AI deployment, and exceptional customer experience. You will drive AI strategy, oversee AI project deployments, collaborate across departments, optimize customer and agent experiences, and act as an AI advocate. The role demands strong analytical, communication, and project management skills, along with technical fluency in AI tools. Samsara offers a competitive compensation package and benefits, including a flexible working model.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• Competitive total compensation package
• Employee-led remote and flexible working
• Health benefits
• Samsara for Good charity fund