Support Operations Manager - AI Self-Service

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 Manager for AI Self Service will drive deployment and continuous improvement of AI-driven customer self-service solutions. This role is a strategic and tactical position focused on running the business activities and optimizing our self-service ecosystem to deliver an exceptional customer experience. The Support Operations Manager will collaborate closely with leaders and teams from Product Management, R&D, Support Operations, and Business Technology to identify, prioritize, and execute critical projects that scale our AI capabilities.

The ideal candidate will have deep experience working with cross-functional teams to solve hard problems, past experience driving AI customer solutions, 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 United States.

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 the business processes and technology that underpin the AI self-service ecosystem across the organization.
• Solve complex operational problems by driving collaboration across cross-functional teams, including self-serve ops team, Product Management, R&D, Product Support Engineering, and Business Technology.
• Generate insights and recommend action to leadership by monitoring and analyzing core business metrics related to self-service, such as deflection rate, user engagement, and customer satisfaction.
• Improve core business metrics, such as deflection rate, case resolution time, and customer satisfaction, by developing and implementing data-driven 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 a 4-year accredited university 
• 8+ years of experience in business operations or program management
• Experience in root cause analysis, 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 t