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Program Manager – Customer Support Transformation

2 weeks ago

Remote Canada Samsara Full time

About the role:

Samsara's Global Customer Support (GCS) team is available 24x7x365 to help customers resolve any issue they encounter. We are the trusted point-of-contact for technical support (e.g. product usage, troubleshooting) and non-technical support (e.g. account administration, order and fulfillment), and partner closely with cross-functional teams such as Product, R&D, Sales, Success, and Finance to resolve issues and deliver a great customer experience.

The Program Manager will prioritize, implement, and drive transformational projects across the GCS organization. This role requires a passion for aligning leaders on visions, improving processes, and navigating ambiguity to deliver on our most important initiatives with speed and discipline. Successful candidates have strong analytical business acumen and an insatiable curiosity to understand and improve operations. 

This role reports to the Senior Manager of the Support PMO, and will work closely with Support Leadership and cross-functional teams to identify, prioritize, and execute on critical strategic projects such as improving the efficacy of self-service Support, enhancing cross-functional workflows to improve customer experience, and scoping and deploying new technology (e.g. AI, chatbots, CCaaS platform) to drive efficiency.

This is a remote position open to candidates residing in Canada. Relocation assistance will not be provided.

You should apply if:

  • 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: 

  • Lead the end-to-end planning, execution, and delivery of complex, cross-functional project portfolios, navigating shifting priorities and adjusting accordingly.
  • Leverages business context and stakeholder insights to inform program priorities. Connects cross-functional work to Samsara's strategic goals.
  • Drive stakeholder engagement and communication across all levels, effectively translating strategic vision into actionable plans and ensuring alignment and buy-in from key business partners.
  • Owns end-to-end outcomes and holds others accountable for commitments., implementing proactive solutions and escalating critical concerns to senior leadership as appropriate.
  • Foster a culture of continuous improvement, seeking and offering feedback constructively to promote learning and shared insight. Reflects independently and adjusts ways of working to improve effectiveness.
  • 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 from an accredited university
  • 5+ years of project/program management, management consulting, and/or business operations & strategy experience
  • Strong communication skills, including the ability to influence and lead complex projects with a wide variety of stakeholders, such as executives, Sales & R&D leaders, and frontline managers
  • Demonstrated ability to clearly translate business concepts and requirements to technology teams to deliver effective solutions
  • Strong analytical, data-driven, problem-resolution, and decision-making skills

An ideal candidate also has:

  • PMP certification and/or advanced education in Project or Program Management
  • Experience driving AI-centric projects
  • Experience in a global Customer Support, Product Support, Customer Success, or Customer Operations organization
  • Proven track record of building trust delivering results that demonstratively improve the customer experience
  • Adaptability, flexibility, and the conviction to "do the right thing" under stress, high tension, and tight deadlines