About the role:

The Program Manager will own significant initiatives focused on elevating the digital journey for customers, agents, and operations. This role will work closely with Support Leadership and cross-functional teams to identify, prioritize, and execute on critical strategic digital projects, including improving the efficacy of self-service Support, leveraging technology (e.g. AI, chatbots, federated search) to deliver solutions to customers more effectively, optimizing our inbound channels, and deploying technology to improve agent efficiency and efficacy.

The ideal candidate will have a passion for delivering a world-class digital support experience, leveraging technology to solve complex problems, and is eager to lead a variety of projects in a fast-moving environment. Validated project management skills, strong business acumen, and the ability to lead cross-functional teams are required. The role reports to the Manager, Support PMO.

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:

• Lead the end-to-end strategy and business requirement development for systems configuration and implementation of digital solutions to better serve our customers and employees. .
• Drive priority initiatives from ideation through completion of transformation goals.
• Collaborate with executive stakeholders and cross-functional teams to ensure successful implementation of transformative technologies and processes.
• Build a strong and transparent roadmap of the Customer Support digital transformation in line with Samsara’s Customer Support vision.
• 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, preferably in Business, Engineering, or other quantitative field
• 7+ years experience in Project Management, with a strong focus on digital transformation
• Experience in a global Customer Support, Success, or Operations organization
• Strong communication skills with the ability to influence and lead complex projects with a wide variety of stakeholders, as well as the ability to clearly translate business concepts/requirements to technology teams
• Track record of delivering results that demonstratively improve the customer experience
• Strong analytical, data-driven, problem-resolution, and decision-making skills

An ideal candidate also has:

• PMP certification
• Experience managing technology projects to improve the customer experience
• Experience with B2B hardware and SaaS products
• Adaptability, flexibility, and the conviction to “do the right thing” under stress, high tension, and tight deadlines