Support Operations Program Manager - Technical Support

About the role:

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. The role sits at the intersection of strategic and tactical and will own the run-the-business processes and technology for the technical support ecosystem. The OPM will work closely with leaders and teams from Technical Support, Product Support Engineering, Product Management, R&D, and Business Technology 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.

This is a remote position open to candidates residing in 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, 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. 

• Manage business processes & technology that underpin the technical support ecosystem across the business
• Solve complex operational problems by driving collaboration across cross-functional teams, including Technical Support, Product Support Engineering, Product Management, R&D, and Business Technology
• Generate insights and recommend action to leadership by monitoring and analyzing core business metrics
• Improve core business metrics, such as time to resolution, customer satisfaction, service quality & efficiency, and cost to serve, 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 from 4 year accredited university 
• 8+ years of experience in business operations or program management
• Experience in root cause analysis, and partnering with internal 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:

• Continued learning in Engineering, Operations Management, or related field
• Previous experience leading high performing, technologically savvy teams
• Experience working in or with customer support in a complex SaaS environment
• Experience working w/ R&D organizations
• Six Sigma certification or equivalent experience in data-driven process improvement