Support Operations Program Manager

Summary

Join Samsara, a pioneer in the Connected Operations™ Cloud, as a Technical Support Operations Program Manager (OPM). This remote position, open to US and Canadian candidates (excluding specific metro areas), focuses on improving customer experience and internal operational excellence within the Technical Support ecosystem. You will manage business processes and technology, solve complex operational problems, generate insights, and improve key metrics. The ideal candidate possesses strong project management, analytical, and communication skills, along with experience in cross-functional team leadership. This role offers the opportunity to impact global industries and contribute to a rapidly growing company with a supportive culture.

Requirements

• Bachelor's degree from 4 year accredited university
• 8+ years of experience in business operations or program management
• Experience in root cause analysis, and partnering with internal subject matter experts (SMEs) to develop solutions, and driving cross-functional teams to deliver short and long-term solutions
• Excellent analytical, communication, and project management skills
• Flexibility to adapt to changing priorities and work in a fast-paced environment
• Ability to zoom in to effectively drive multiple projects and zoom out to see the big picture and navigate change strategically

Responsibilities

• Manage business processes & technology that underpin the technical support ecosystem across the business
• Solve complex operational problems by driving collaboration across cross-functional teams, including Technical Support, Product Support Engineering, Product Management, R&D, and Business Technology
• Generate insights and recommend action to leadership by monitoring and analyzing core business metrics
• Improve core business metrics, such as time to resolution, customer satisfaction, service quality & efficiency, and cost to serve, by developing and implementing action plans
• 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

• Continued learning in Engineering, Operations Management, or related field
• Previous experience leading high performing, technologically savvy teams
• Experience working in or with customer support in a complex SaaS environment
• Experience with hardware and software solutions
• Experience working w/ R&D organizations
• Six Sigma certification or equivalent experience in data-driven process improvement

Benefits

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