Support Operations Program Manager - Technical Support

Summary

Join Samsara as an Operations Program Manager (OPM) for Technical Support and drive continuous improvement in customer experience and operational excellence within the Technical Support ecosystem. This role requires managing business processes and technology, solving complex operational problems through cross-functional collaboration, generating insights and recommending actions to leadership, and improving core business metrics. You will work closely with teams from Technical Support, Product Support Engineering, Product Management, R&D, and Business Technology. This remote position is open to US candidates outside of the San Francisco Bay, NYC, and Washington D.C. metro areas. The ideal candidate possesses deep experience in cross-functional problem-solving, operational scaling, and delivering exceptional customer experiences. Validated project management skills and strong business acumen are essential.

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 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 working w/ R&D organizations
• Six Sigma certification or equivalent experience in data-driven process improvement

Benefits

• Health benefits
• Remote and flexible working