Customer Experience Program Manager

Samsara is the pioneer of the Connected Operations Cloud, which allows businesses and organizations that depend on physical operations to harness IoT (Internet of Things) data to develop actionable business insights and improve their operations.

Samsara operates in North America and Europe and serves more than 20,000 customers across a wide range of industries including transportation, wholesale and retail trade, construction, field services, logistics, utilities and energy, government, healthcare and education, manufacturing and food and beverage. 

About the role:

The Program Manager will own significant Customer Experience initiatives for all of Samsara.

The role will work closely with the Support Leadership team to identify critical strategic programs for the business, such as Customer Segmentation, Self Service, Help Center, Community Forums, Channel Expansion, and Internationalization.

The ideal candidate will have a passion for building world-class customer experience, scaling organizations, and is eager to lead a variety of projects in a fast-moving environment.

Validated project management skills, strong business acumen, the ability to lead cross-functional teams, and a technical background are required.

The role reports to the Head of Global Support Strategy & Operations. 

In this role, you will: 

• Drive Customer Experience KPIs: Drive the organization to deliver amazing customer experience, as measured by Customer Satisfaction, Response SLAs, Contact Rates, and Self-Service KPIs

• Perform Best Practice Research: Perform industry research to ensure Samsara is leveraging cutting-edge technologies, strong partnerships, and organizational design best practices to build a world-class full-lifecycle customer experience

• Own Strategic Projects: Lead strategic projects that have high impact on the customer experience, including Customer Segmentation, Self Service, Help Center, Community Forums, Channel Expansion, and Internationalization

• Implement Cross-Functional Project Management: Work with cross-functional leaders to scope projects, align objectives, and coordinate stakeholders to deliver outcomes aligned with the Customer Experience program

• Champion, role model, and embed Samsara’s cultural principles (Obsess Over the Customer, Build for the Long Term, Growth Mindset) as we scale globally and across new offices 

Minimum requirements for the role:

• B.S., preferably in Business, Engineering, or other quantitative field

• 7+ years experience in project or program management within global Customer Support, Operations, or Success organizations

• Track record of delivering results that demonstratively improve the customer experience

• Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms 

• Strong communication skills, including the ability to influence and lead complex projects with a wide variety of stakeholders

• Strong analytical, data-driven, problem resolution, and decision-making skills

An ideal candidate also has:

• MBA

• PMP certification

• Experience with B2B hardware and SaaS products

• Adaptability, flexibility, and the conviction to “do the right thing” under stress, high tension, and tight deadlines

At Samsara, we welcome all.

All sizes, colors, cultures, sexes, beliefs, religions, ages, people.

We depend on the unique approaches of our team members to help us solve complex problems.

We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.