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Strategic Program Manager - Support

Samsara

Samsara

Customer Service, Operations
Mexico City, Mexico
Posted on Tuesday, December 12, 2023

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

Recent awards we’ve won include:

Glassdoor's Highest-Rated Tech Companies for Culture and Values 2023

Great Place To Work Certified™ 2023

Best Place to Work by Built In 2023

Financial Times The Americas’ Fastest Growing Companies 2023

Deloitte Fast 500 Companies

We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey.

About the role:

Samsara’s Strategic Program Managers oversee the fulfillment of larger organizational goals. They are both strong strategists and tacticians. They can turn strategy into reality through the development of project portfolios that directly support strategic goals. For their defined portfolios, they refine projects, align stakeholders, coordinate activities between multiple projects, and sometimes lead projects themselves based on business needs/priority.

They manage the main program, giving detailed attention to program strategy, project delegation, and program implementation.

We are looking for an experienced Support (Contact Center/Customer Experience) Program Manager to organize and coordinate programs, and participate in projects as required. This role will provide strategic guidance to teams and project managers in ways that promote the company’s values.

The successful candidate must have exceptional cross-functional team management skills, strong business acumen, excellent communication, analysis skills, and operations experiences.

The Strategic Program Manager will work closely with the Support Leadership team to identify critical strategic programs for the business, and scope, develop, and lead execution for those programs. Examples of Support programs include the Support Technology Roadmap, Process and Workflow Optimization, Business Continuity Planning, Global Expansion Planning, Customer Channel Experience (Self-Serve, Omnichannel, etc), Agent Experience and many others.

The ideal candidate will have a passion for scaling organizations, streamlining operations, improving agent and customer experience. They are eager to lead a variety of projects in a fast-moving environment. Validated project and program management skills, including excellent communication, strong business acumen, the ability to lead cross-functional teams, and a technical background are required. The role reports to the Manager, Support PMO, a team responsible for delivery of Programs and Projects for Samsara’s Global Customer Support organization.

This role is based in Mexico.

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 Program development and prioritization: identify our toughest problems through engagement with our customers (internal/external), frontline teams, and Customer Outcomes leadership to prioritize the most impactful enhancements through the development of strategic programs.
  • Collaborate with executive stakeholders and cross-functional teams to ensure successful implementation of transformative technologies and processes, proven by meaningful business metrics. The ability to work through disagreement to align stakeholders is a key competency of the role.
  • Develop cross-functional strategic projects: You will work closely on delivering strategic projects in partnership with cross-functional leaders in Customer Outcomes, Sales, Product, Business Technology, and other departments.
  • Ensure best practice research: Lead industry research of best practices to ensure Samsara is leveraging cutting-edge technologies, organizational design, and management practices to build a world-class Support organization.
  • 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

At Samsara, we welcome everyone regardless of their background, race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, etc. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

Accommodations

Benefits

Full time employees receive an above market total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

Flexible Working

At Samsara, we have adopted a flexible way of working, enabling teams and individuals to do their best work, regardless of where they’re based. We value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, but also appreciate that the world of work has changed. Our offices remain open for those who prefer to collaborate or work in-office, but we also encourage fully remote applicants. As most roles are not required to be in the office, we are able to hire remotely where Samsara has an established presence. If a role is required to be in a certain location and candidates do not have work authorization for that location, Samsara will conduct an immigration assessment. If the role is not required to be in a specific location, Samsara will move forward with the remote location that works best for the business. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company.

Please note: Samsara does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Samsara employees.