Director, Support Operations
Director, Support Operations
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
About the role:
We are looking for a Director of Business Operations to lead Samsaras Support Operations organization a function critical to ensuring we scale efficiently deliver exceptional customer experiences and meet our global performance goals.
This role will oversee our Core Operations including business performance management operational program management and analytics; as well as Workforce Management responsible for forecasting capacity planning scheduling and real-time SLA adherence. Together these teams act as the operational engine for Samsaras Global Customer Support organization.
You will own the strategic planning and execution rhythms that keep our support business on track including operating plans KPI reviews budget and headcount alignment and cross-functional transformation initiatives. Youll serve as a key advisor to Support leadership and work across Finance Product Success and other teams to ensure strong alignment and partnership.
This role is ideal for a data-fluent operator and people leader with deep experience scaling high-performing global teams and transforming complex operations.
This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area NYC Metro Area and Washington D.C. Metro Area.
In this role you will:
- Lead global Support Business Operations including Core Ops Data & BI and Workforce Management.
- Own operating rhythms including OKRs KPI reviews and headcount & budget planning.
- Ensure operational excellence through performance tracking customer experience improvements and efficiency initiatives.
- Scale workforce planning with robust technology and operations to meet SLA and staffing goals.
- Build and maintain dashboards and data infrastructure to drive insights and decision-making.
- Lead strategic initiatives that enhance customer experience improve productivity reduce cost and drive business transformation.
- Drive cross-functional partnerships with Support Finance Success and Product to align on strategy and priorities.
- Manage and develop a high-performing 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 business operations strategy and analytics within post-Sales organizations including Support Customer Experience or Success.
- 5 years of experience leading cross-functional teams in business operations analytics and/or workforce management.
- Proven ability to build and develop leadership talent define team structures and drive organizational performance.
- Demonstrated success owning operating cadences including OKRs KPI reviews headcount planning and budget alignment.
- Proven ability to define performance goals lead strategic initiatives and scale operational frameworks across global teams.
- Experience leading data and analytics teams to generate actionable insights and support strategic decision-making.
- Deep understanding of workforce planning including forecasting and capacity modeling.
- Strong executive presence & communication skills with the ability to influence senior stakeholders and drive cross-functional alignment.
An ideal candidate also has:
- MBA or advanced degree
- Experience scaling post-Sales operations in a high-growth environment ideally across multiple segments or geographies
- Passion for building strong team culture with high engagement and retention
- Familiarity with Support tech stacks such as CRM ticketing WFM and platforms
- Hands-on experience with BI tools like Databticks and Tableau
Required Experience:
Director
Employment Type
Full Time
