Support Operations Program Manager - Technical Support - Remote

Overview

The Operations Program Manager (OPM) for Technical Support will drive continuous improvement of customer experience and internal operational excellence within the Technical Support ecosystem at Samsara.

In Short

• Manage business processes & technology that underpin the technical support ecosystem across the business.
• Solve complex operational problems by driving collaboration across cross-functional teams.
• Generate insights and recommend action to leadership by monitoring and analyzing core business metrics.
• Improve core business metrics such as time to resolution and customer satisfaction.
• Champion and embed Samsara’s cultural principles.
• Work closely with leaders and teams from various departments.
• Own the run-the-business processes and technology for the technical support ecosystem.
• Drive continuous improvement of customer experience.
• Collaborate with Product Management and R&D.
• Lead cross-functional teams to deliver solutions.

Requirements

• Bachelor's degree from a 4-year accredited university.
• 8+ years of experience in business operations or program management.
• Experience in root cause analysis and developing solutions.
• Excellent analytical, communication, and project management skills.
• Flexibility to adapt to changing priorities.
• Ability to manage multiple projects effectively.
• Experience working in or with customer support in a complex SaaS environment.
• Six Sigma certification or equivalent experience preferred.
• Continued learning in Engineering or Operations Management is a plus.
• Previous experience leading high performing teams is beneficial.

Benefits

• Competitive total compensation package.
• Employee-led remote and flexible working.
• Health benefits.
• Samsara for Good charity fund.
• Opportunities for career development.
• Supportive team environment.
• Inclusive work environment.
• Access to resources for personal growth.
• Flexible working model catering to diverse needs.
• Commitment to equal opportunity in employment.