AI Self-Service Program Manager

Who you are

You have a strong background in program management, particularly in AI and customer operations — you've successfully led projects that leverage AI technologies to enhance user experiences and operational efficiency. Your experience includes collaborating with cross-functional teams and managing vendor relationships to drive innovation. You are data-driven and understand how to translate AI vision into measurable results, ensuring that customer satisfaction is at the forefront of your initiatives.

You possess excellent communication skills, enabling you to articulate complex AI concepts to both technical and non-technical stakeholders. You thrive in a collaborative environment and enjoy working with subject matter experts to refine processes and improve customer interactions. Your analytical mindset allows you to derive insights from performance data, which you use to inform decision-making and strategy.

Desirable

Experience with chatbot and voice AI technologies is a plus, as is familiarity with customer support operations. You are passionate about using AI to solve real-world problems and improve customer experiences, and you stay updated on the latest trends and advancements in AI technology.

What you'll do

In this role, you will lead the development and implementation of Samsara's AI-powered customer support initiatives. You will oversee the Chatbot and Voice AI platforms, ensuring they are optimized for performance and user satisfaction. Your responsibilities will include analyzing customer interactions to identify areas for improvement and implementing strategies to enhance the overall customer experience.

You will collaborate closely with engineering teams to refine agent operating procedures and ensure that AI solutions are effectively integrated into existing workflows. By driving innovation in AI technologies, you will help reduce case volume and improve containment rates, ultimately leading to higher customer satisfaction.

You will also be responsible for gathering and analyzing performance insights, using data to inform your strategies and decisions. Your role will involve regular communication with vendors and internal teams to ensure alignment on project goals and deliverables. You will play a key role in shaping the future of customer support at Samsara, leveraging AI to create seamless and efficient interactions.

What we offer

Samsara provides a dynamic work environment where you can make a significant impact on the future of physical operations. As part of a recently public company, you will have the autonomy and support to drive meaningful change. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to improve the safety, efficiency, and sustainability of physical operations across various industries.