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