Support Operations Program Manager

3 weeks ago

Alberta Beach, Canada Samsara Full time

**Who we are**

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you'll help define the future of physical operations and be on a team that's shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you'll have the autonomy and support to make an impact as we build for the long term.

**About the role**:
The Support Operations Program Manager will have a focus on deploying AI technology within our Support ecosystem. The role sits at the intersection of the business & our technology, and the intersection of strategic & tactical. The Program Manager will work closely with leaders and teams from departments across the company to identify, prioritize, and execute critical AI technology projects to enhance efficiency, accuracy, and satisfaction for customers and agents
- **You want to impact the industries that run our world**: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
- **You are the architect of your own career**: If you put in the work, this role won't be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
- **You're energized by our opportunity**: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
- **You want to be with the best**: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best.

**In this role, you will**:

- **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.
- **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.

**Minimum requirements for the role**:

- **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.
- **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.

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment wit

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