Support Operations Program Manager - Technical Support

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 Technical Support Operations Program Manager (OPM) will drive continuous improvement of customer experience and internal operational excellence within the Technical Support ecosystem at Samsara. The role sits at the intersection of strategic and tactical and will own the run-the-business processes and technology for the technical support ecosystem. The OPM will work closely with leaders and teams from departments across the company to identify, prioritize, and execute critical operational projects.

The ideal candidate will have deep experience working with cross-functional teams to solve hard problems, a keen ability to scale operations through process and technology, and a passion for delivering exceptional customer experiences. Validated project management skills, strong business acumen, and the ability to lead cross-functional teams are required. The role reports to the Director of Global Support Operations & Strategy.

This is a remote position open to candidates residing in the US or Canada except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area. An ideal candidate will be located in the Pacific or Mountain time-zone.

 

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, and 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-caliber team that will encourage you to do your best. 

In this role, you will: 

• 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

Minimum requirements for the role:

• 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

An ideal candidate also has:

• Continued learning in Engineering, Operations Management, or related field
• Previous experience leading high performing, tehnologically 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

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.$113,900—$147,400 CAD

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

Accommodations 

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.

Flexible Working 

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.

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