Strategic Program Manager - Support

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 Strategic Program Manager will prioritize, implement, and lead large-scale transformational projects across the Customer Support organization. This role requires a passion for streamlining project plans, centralizing processes, and optimizing change management. Successful candidates have strong analytical business acumen and an insatiable curiosity to understand and improve operations. 

This role reports to the 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, federated search) to drive efficiency.

This role is open to candidates in US and Canada.

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

Click here to learn about what we value at Samsara. 

In this role, you will: 

• Build a strong and transparent roadmap of strategic transformation through a project portfolio that is in line with Samsara’s vision and priorities
• Lead and launch the highest priority projects for the department, including end-to-end strategy development, stakeholder alignment, and business requirements
• Collaborate with leaders in Support and other departments such as Success, Sales, Finance, R&D, Business Technology, and Operations, to drive successful implementation of projects
• Evaluate and optimize the performance of digital tools to improve workflows and enhance efficiency and productivity
• 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 institution
• 7+ years of program management, management consulting, and/or business operations & strategy experience
• Proven track record of building trust and communicating effectively with a wide variety of business 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
• Experience with B2B hardware and SaaS products
• Adaptability, flexibility, and the conviction to “do the right thing” under stress, high tension, and tight deadlines