Samsara is looking to improve customer experience by deploying and continuously improving AI-driven customer self-service solutions. The Support Operations Manager will optimize the self-service ecosystem to deliver exceptional customer experiences and scale AI capabilities.
Requirements
- Experience in root cause analysis, partnering with internal subject matter experts (SMEs) to develop solutions, and driving cross-functional teams to deliver solutions
- 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
Responsibilities
- 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.
Other
- This is a remote position open to candidates residing in the United States.
- 8+ years of experience in business operations or program management
- 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
