[Hiring] Strategic Program Manager @Samsara

Role Description

Samsara’s Global Customer Support (GCS) team is available 24x7x365 to help customers resolve any issue they encounter. We are the trusted point-of-contact for:

• Technical support (e.g. product usage, troubleshooting)
• Non-technical support (e.g. account administration, order and fulfillment)

The Strategic Program Manager will prioritize, implement, and lead large-scale transformational projects across the GCS organization. This role requires:

• A passion for aligning leaders on visions
• Creating & streamlining project plans
• Centralizing processes
• Optimizing change management

Successful candidates have strong analytical business acumen and an insatiable curiosity to understand and improve operations. This role reports to the Senior Manager of the Support PMO and will work closely with Support Leadership and cross-functional teams to:

• Identify, prioritize, and execute on critical strategic projects
• Improve the efficacy of self-service Support
• Enhance cross-functional workflows to improve customer experience
• Scope and deploy new technology (e.g. AI, chatbots, federated search) to drive efficiency

This role is open to candidates residing within the United States except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area. Relocation assistance will not be provided for this position.

Qualifications

• Bachelor’s degree from an accredited university
• 7+ years of project/program management, management consulting, and/or business operations & strategy experience
• Strong communication skills, including the ability to influence and lead complex projects with a wide variety of stakeholders
• Demonstrated ability to clearly translate business concepts and requirements to technology teams
• Strong analytical, data-driven, problem-resolution, and decision-making skills

Requirements

• PMP certification and/or advanced education in Project or Program Management
• Experience with B2B hardware and SaaS products
• Experience driving AI-centric projects
• Experience in a global Customer Support, Product Support, Customer Success, or Customer Operations organization
• Proven track record of building trust and delivering results that demonstratively improve the customer experience
• Adaptability, flexibility, and the conviction to “do the right thing” under stress, high tension, and tight deadlines

Benefits

• Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and ensure workers return home safely.
• 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.
• 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.
• At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best.