AI Self-Service Program Manager

Who you are

You have a strong background in program management, particularly in AI and customer support initiatives — you've successfully led projects that leverage technology to enhance user experiences and operational efficiency. Your analytical skills allow you to derive insights from performance data, and you are adept at refining processes to improve outcomes. You thrive in collaborative environments, working closely with cross-functional teams to drive innovation and achieve measurable results. You understand the importance of customer satisfaction and have a track record of implementing solutions that enhance the customer journey. You are comfortable engaging with vendors and subject matter experts to ensure the success of your projects. You are passionate about using AI to transform customer interactions and are excited about the potential of technology to improve service delivery.

What you'll do

In this role, you will lead the development and implementation of Samsara's Chatbot and Voice AI platforms — your primary goal will be to enhance the AI-powered customer experience by driving innovation and efficiency. You will analyze performance metrics to identify areas for improvement, ensuring that the solutions you implement lead to increased customer satisfaction and reduced case volume. You will collaborate with internal teams and external vendors to refine agent operating procedures, ensuring that they align with best practices and customer needs. You will be responsible for turning AI vision into actionable strategies, measuring the impact of your initiatives, and reporting on progress to stakeholders. Your role will involve continuous learning and adaptation as you stay updated on the latest trends in AI and customer support technologies. You will also play a key role in fostering a culture of innovation within the team, encouraging creative solutions to enhance customer interactions.

What we offer

At Samsara, you will be part of a dynamic team that is at the forefront of digital transformation in physical operations. We offer a supportive work environment where you can make a significant impact on our customer experience. You will have the autonomy to drive your projects and the resources to succeed. We believe in the power of technology to improve operations and are committed to fostering a culture of collaboration and innovation. Join us in shaping the future of physical operations and making a difference in industries that are vital to our global economy.