Senior Manager, Support Operations

About the role:

We are seeking a strategic analytical and operationsminded Senior Manager to lead our Core Support Operations team. This critical function acts as the control center for Samsaras Global Customer Support organizationowning business performance management data analytics and operational program management. In this role youll drive crossfunctional initiatives to ensure we meet our KPIs headcount targets budget and strategic goals.

Youll lead and develop a global team of program managers business operations managers and data analysts. The ideal candidate is an expert operator and people leader who thrives in highgrowth environments understands customer support dynamics and brings a systemsthinking approach to solving operational challenges.

Youll report directly to the Head of Global Support Operations & Strategy and partner closely with stakeholders across Support Success Sales Product Operations and Finance.

This role is open to candidates residing in the US except the San Francisco Bay Metro Area NYC Metro Area and Washington D.C. Metro Area.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in realworld impacthelping 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 wont be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development countless opportunities to experiment and master your craft in a hyper growth environment.
• Youre 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 highcalibre team that will encourage you to do your best.

In this role you will:

• Lead the global Support Operations team across business operations data analytics and operations program management.
• Partner with Support leadership to set track and deliver KPIs OKRs and strategic initiatives.
• Drive quarterly operating rhythms including headcount budget & KPI attainment
• Drive operational support and change management for highpriority business initiatives and RTB (RuntheBusiness) enhancements.
• Own and evolve the data infrastructure analytics models and dashboards that provide visibility into Support performance and customer experience.
• Act as a strategic thought partner to business unit leaders driving planning execution and operational excellence.
• Develop and mentor a highperforming globally distributed team.
• Champion role model and embed Samsaras 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:

• 10 years of experience in operations strategy business analytics and/or consulting in a highgrowth fastpaced environment.
• 5 years of experience managing and developing teams.
• Strong background in business operations planning & budgeting and KPI tracking.
• Excellent analytical and modeling skills with fluency in Excel SQL and BI platforms (e.g. Tableau).
• Proven ability to lead crossfunctional programs including experience with strategic planning and execution.
• Strong written and verbal communication skills including executivelevel presentation experience.
• Experience working with global teams and collaborating across multiple time zones.

An ideal candidate also has:

• MBA or advanced degree
• Experience in customer support or contact center operations.
• Familiarity with AIpowered support analytics or automation technologies.
• Background in both SaaS and hardware businesses.
• Experience scaling teams and systems in a hypergrowth company.

Required Experience:

Senior Manager