Program Manager – Customer Support Transformation

Who you are

You have a strong background in program management, ideally with experience in customer support or transformation initiatives. You understand the importance of customer experience and have a track record of successfully implementing projects that drive operational efficiency. Your ability to collaborate with cross-functional teams is key, as you will work closely with Product, R&D, Sales, Success, and Finance to resolve issues and enhance service delivery. You are data-driven and can analyze metrics to inform decision-making and prioritize initiatives effectively. You thrive in a fast-paced environment and are comfortable managing multiple projects simultaneously, ensuring that all stakeholders are aligned and informed throughout the process.

Desirable

Experience in the Internet of Things (IoT) space or related industries would be a plus, as would familiarity with customer support tools and technologies. You are proactive in identifying areas for improvement and have a knack for fostering a culture of continuous improvement within teams. Your communication skills are exceptional, allowing you to articulate project goals and updates clearly to both technical and non-technical audiences.

What you'll do

As a Program Manager at Samsara, you will be responsible for prioritizing and implementing transformational projects that enhance the customer support experience. You will lead initiatives that streamline processes, improve service delivery, and ultimately drive customer satisfaction. Collaborating with various teams, you will identify pain points in the current support processes and develop strategies to address them. You will also be tasked with measuring the success of these initiatives through key performance indicators and customer feedback, ensuring that the changes made are effective and sustainable.

Your role will involve regular communication with stakeholders to keep them informed of project progress and to gather input on ongoing initiatives. You will facilitate meetings and workshops to brainstorm solutions and gather insights from team members across the organization. Additionally, you will document project plans, timelines, and outcomes, providing transparency and accountability throughout the project lifecycle.

What we offer

Samsara offers a dynamic work environment where you can make a significant impact on the future of physical operations. You will have the autonomy to drive projects that matter and the support of a collaborative team. We value innovation and encourage you to bring your ideas to the table. As part of a recently public company, you will have opportunities for professional growth and development, along with competitive compensation and benefits. Join us in shaping the future of customer support in the IoT industry.