CX Strategy Manager, AI Transformation

About the role:

As a critical member of the Customer Experience Strategy team, you will be advancing our mission of delivering a superior experience throughout the customers' end-to-end journey. You will do this by bringing an AI forward approach to problem solving, leading an AI transformation from a CX lens. This role reports directly to the Head of CX Strategy and will collaborate closely with leaders across the organization.
You will move with urgency and speed, running rapid cycles  from concept to prototype to development and rollout. You are first and foremost a builder, and will partner with the engineering team to translate business opportunities into tools and workflows that equip the business to deliver at a higher standard. You understand that AI is changing how companies listen to, understand, and act on customer feedback, and you're excited to bring that thinking into practice. 

This is a remote position open to candidates residing in Canada and the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

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: 

• Build a world-class customer listening infrastructure. Design and lead new and emerging Voice of Customer (VoC) programs that give the organization actionable customer experience insights. Use AI to help move beyond periodic snapshots toward more continuous, real-time, customer sentiment.
• Partner with functional stakeholders (e.g., Support, Customer Success, Sales) to surface and prioritize opportunities to harness the power of AI to achieve better customer experience. This may look like workflow automation, or a completely new value-add function.
• Rapidly prototype AI-powered solutions, using LLMs, prompt-based workflows, agent frameworks, and low-code/no-code automation platforms. Iterate prototypes based on real user feedback from pilot groups, refining the approach before handoff.
• Partner with  Engineering teams to translate validated prototypes into production-grade builds. Write clear requirements, define data and integration needs, ensuring the product meets data security and compliance standards, and measure productivity, efficiency, or ROI impact post launch.
• Be an AI thought leader. Stay current on industry leading trends, technologies, and best practices — including emerging AI applications in customer intelligence — to Samsara to continually stay best in class on customer experience programs and approaches.
• 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:

• 5+ years operations, business analysis, process improvement, product operations, or a similar hybrid builder/operator role
• Demonstrated hands-on experience building with AI tools — not just using them: prompt engineering, LLM-based workflows, agent frameworks (e.g., LangChain, CrewAI), or low-code/no-code automation platforms (e.g., Zapier, Make, Retool).
• Strong workflow/process analysis skills — able to spot the highest-leverage automation opportunities and redesign a process around them.
• Comfortable prototyping fast with incomplete requirements, then iterating from real feedback rather than waiting for a full spec.
• Able to translate a business problem into a buildable AI use case, and to write requirements clear enough for an engineering partner to build from.
• Strong stakeholder management and communication skills — able to train and drive adoption among non-technical users.
• Flourishes in a fast-paced environment. Comfortable managing multiple projects simultaneously.
• Travel: Comfort traveling to customer sites once a quarter (1-2 days per trip) to gain first-hand understanding of customer operations.

An ideal candidate also has:

• Basic Python/scripting ability
• Experience with API integrations
• Familiarity with data governance or security considerations for AI systems
• Experience with customer insight, experiment management, or VoC programs such as NPS and CSAT surveys, qualitative interviews, or market research
• Experience running statistical analysis, or churn and predictive models based on customer experience data