About the Role

Samsara is looking for an experienced Quality Program Manager for the Global Customer Support organization. The QPM will partner with support leadership to construct a Service Quality program that reflects the organization's commitment to customer experience and support the broader Support organization’s strategy. You will own, manage, and continuously improve the QA program end to end to ensure the organization delivers exceptional customer experience.

The ideal candidate has deep expertise in quality assurance operations for technical and non-technical customer support teams, has experience managing at a global scale, and has demonstrated ability to enhance the customer experience. The role will join a team in building mode, and a successful candidate will have a strong bias for action and the ability to think big.

The role reports to the Manager of Support Quality Programs and is part of Operations & Strategy, a team responsible for Service Excellence and Operational Excellence for Samsara’s global Customer Support organization.

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 own:

• Customer Satisfaction: Develop a feedback loop from customer-provided feedback (e.g. CSAT) to ensure we remedy poor customer interactions while addressing gaps in customer support quality and processes
• Quality Assurance: Utilize best practices and tools from across the industry to ensure highest standards of service is being delivered in all customer interactions
• Quality Governance: Implement mechanisms to track and ensure accurate completion of program deliverables
• Partnership Quality: Defining the parameters, operating model, and calibration of a quality program for external support partnerships
• Agent Coaching: Design the coaching framework for agents, and enable managers to deliver impactful feedback to agents
• Insights: Measure KPIs and deliver insights to Support Leadership on the opportunities and risks in service quality
• Systems: Manage a scalable Quality Management System across all channels and products
• 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:

• 8+ years professional experience, including 5+ years building quality programs at global scale
• Experience with contact center QA across multiple channels
• Strong program management skills, including, cross-functional leadership, systems thinking, process design, and data-driven decision making
• Excellent written and verbal communication skills

An ideal candidate also has:

• COPC or other industry-standard contact center quality certifications
• Experience with technical products and technical support
• Prior experience in support or a similar customer-facing role