Support Operations Manager - AI Self-Service

About the role:

The Support Operations Manager for AI Self Service will drive deployment and continuous improvement of AI-driven customer self-service solutions. This role is a strategic and tactical position focused on running the business activities and optimizing our self-service ecosystem to deliver an exceptional customer experience. The Support Operations Manager will collaborate closely with leaders and teams from Product Management, R&D, Support Operations, and Business Technology to identify, prioritize, and execute critical projects that scale our AI capabilities.

The ideal candidate will have deep experience working with cross-functional teams to solve hard problems, past experience driving AI customer solutions, a keen ability to scale operations through process and technology, and a passion for delivering exceptional customer experiences. Validated project management skills, strong business acumen, and the ability to lead cross-functional teams are required. The role reports to the Director of Global Support Operations & Strategy.

This is a remote position open to candidates residing in the United States.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: 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 and countless opportunities to experiment and master your craft in a hyper-growth environment.
• You’re energized by our opportunity: 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.
• You want to be with the best: At Samsara, we win together, celebrate together, and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. 

In this role, you will: 

• Manage the business processes and technology that underpin the AI self-service ecosystem across the organization.
• Solve complex operational problems by driving collaboration across cross-functional teams, including self-serve ops team, Product Management, R&D, Product Support Engineering, and Business Technology.
• Generate insights and recommend action to leadership by monitoring and analyzing core business metrics related to self-service, such as deflection rate, user engagement, and customer satisfaction.
• Improve core business metrics, such as deflection rate, case resolution time, and customer satisfaction, by developing and implementing data-driven action plans.
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

Minimum requirements for the role:

• Bachelor's degree from a 4-year accredited university 
• 8+ years of experience in business operations or program management
• Experience in root cause analysis, partnering with internal subject matter experts (SMEs) to develop solutions, and driving cross-functional teams to deliver solutions
• Excellent analytical, communication, and project management skills
• Flexibility to adapt to changing priorities and work in a fast-paced environment
• Ability to zoom in to effectively drive multiple projects and zoom out to see the big picture and navigate change strategically

An ideal candidate also has:

• Continued learning in Engineering, Operations Management, or related field
• Previous experience leading high-performing, technologically savvy teams
• Previous experience working on AI-driven customer self-service solutions 
• Experience working in or with customer support in a complex SaaS environment
• Experience working with R&D organizations
• Six Sigma certification or equivalent experience in data-driven process improvement