Senior Manager, Support Enablement

About the role:

We're seeking a dynamic Head of Support Enablement to spearhead the Learning & Development strategy for Samsara's global support organization. In this pivotal role, you will lead a talented team of trainers, instructional designers, and enablement professionals, ensuring our support teams are equipped with the essential skills and knowledge to deliver exceptional customer experiences.

You'll be instrumental in scaling our enablement programs, driving continuous improvement in learning operations, and fostering a culture of ongoing development. The ideal candidate is passionate about talent development, possesses strong analytical and business acumen, and brings proven project management and organizational leadership skills. You'll collaborate cross-functionally and report directly to the Head of Global Support Operations & Strategy.

This is a remote position open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, and Seattle Metro. Relocation assistance will not be provided for this role.

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: 

• Develop and implement world-class onboarding programs for new Support Engineers, ensuring they achieve Samsara's high standards for technical expertise and customer service excellence.
• Strategically scale global support enablement operations, encompassing onboarding, continuous learning, change management, and coaching initiatives.
• Lead the enablement team to deliver impactful training programs across technical support, customer support, and specialized teams.
• Drive innovation in learning systems, including the integration of AI throughout the onboarding and learning lifecycle, revolutionizing content creation and delivery.
• Design, deliver, and manage comprehensive technical and non-technical training content, collaborating closely with Product Management, Sales, and Customer Success teams.
• Drive improvement to key performance metrics by measuring the effectiveness and ROI of onboarding and training programs.
• 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
• Hire, develop and lead an inclusive, engaged, and high-performing team

Minimum requirements for the role:

• 10+ years of experience in Learning & Development.
• 5+ years of experience managing and developing teams.
• Proven success in building and leading global support enablement programs.
• Strong organizational leadership abilities, including clear communication, influencing skills, and fostering collaboration.
• Experience designing, delivering, and evaluating technical training, especially for remote teams.
• Proactive approach with a strategic mindset and commitment to high standards.
• Excellent communication skills, including writing, presentation design, and stakeholder management.

An ideal candidate also has:

• Certified Professional in Learning and Performance (CPLP) credential from the Association for Talent Development (ATD).
• Project Management Professional (PMP) certification from the Project Management Institute (PMI).
• Demonstrated experience with instructional design methodologies and learning technologies.
• Experience with B2B hardware and SaaS products
• Bilingual, both spoken and written in English and Spanish
• Ability to travel to Mexico City 10% of the time