[Hiring] AI Self-Service Program Manager @Samsara

Role Description

We’re looking for an AI Self-Serve Program Manager to supercharge Samsara’s AI-powered customer experience. You’ll lead our Chatbot and Voice AI platforms, driving innovation that makes support faster, smarter, and more seamless than ever.

• Lead daily operations of Samsara’s AI self-service platforms (Chatbot and Voice AI) to ensure reliability, speed, and performance.
• Track and analyze key metrics such as containment, deflection, accuracy, and CSAT to uncover insights and drive improvement.
• Optimize AI intelligence and integrations by refining prompts, enhancing conversational design, improving customer flows, and expanding connections across systems for seamless support.
• Collaborate across teams including SMEs, Tech Docs, vendors, and internal AI groups to close content gaps and scale platform capabilities.
• Advance AI self-service strategy through innovation and continuous alignment with business goals, customer needs, and emerging industry trends.

Qualifications

• 8+ years in Support Operations, Knowledge Management, or AI/Automation platform management.
• Bachelor’s degree in Business, Information Systems, or a related field (Master’s preferred).
• Conversational design / prompt engineering background.
• Experience working directly with conversational AI technologies such as chatbots or voice AI.
• Strong analytical and problem-solving skills with a data-driven mindset.
• Proven success collaborating across technical and non-technical teams.
• Skilled in project and vendor management.
• Excellent communication and storytelling skills with a focus on customer experience.

Requirements

• Strategic mindset with a builder mentality who thrives on scaling systems, processes, and technology to deliver measurable business impact.
• Deep understanding of AI-driven self-service and automation, with hands-on experience optimizing chatbots, voice AI, or other conversational platforms.
• Collaborative leader and communicator who can align cross-functional teams, vendors, and stakeholders around a shared vision for customer experience innovation.

Benefits

• Full-time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more.