Support Operations Program Manager

About the role:

The Support Operations Program Manager (OPM) will drive continuous improvement of customer experience and internal operational excellence within the Customer 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 customer 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.

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.

Click here to learn about what we value at Samsara. 

In this role, you will: 

• Manage business processes & technology that underpin the customer support ecosystem across the business
• Solve complex operational problems by driving collaboration across cross-functional teams, including Support, Success, Renewals, Finance, Fulfillment, and Business Technology
• Generate insights and recommend action to leadership by monitoring and analyzing core business metrics
• Improve core business metrics, such as customer satisfaction, service quality & efficiency, 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 in Business Administration, Operations Management, or related field
• 8+ years of experience in business operations or program management, leading high-performing, technologically savvy teams
• Experience root causing problems, working with 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 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:

• Experience working in or with customer support in a complex SaaS environment
• Experience with Accounts Receivable and other internal financial processes
• Six Sigma certification or equivalent experience in data-driven process improvement