Director, Support Enablement
Director, Support Enablement
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Salary Not Disclosed
1 Vacancy
Job Description
About the role:
Samsara is seeking a strategic and people-centric Director to lead Support Enablement across our Global Support organization which includes Customer Support Technical Support Product Support Engineering and Technical Account Management. This role will oversee the teams and programs responsible for onboarding ongoing learning quality assurance and talent development all critical to driving a high-performing engaged and customer-obsessed support team.
You will lead three core functions Training Delivery Enablement Programs and Quality while also driving cross-functional strategy for talent development coaching and skill progression across the Support organization. Your team will design and deliver programs that enable both new and tenured agents to thrive while also evolving our quality and performance systems to drive exceptional customer experiences.
This is a strategic high-impact role ideal for a collaborative leader with deep enablement expertise a bias for action and the ability to scale learning and performance systems in a fast-paced environment.
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 and scale global Support Enablement functions across Training Delivery Enablement Programs and Quality.
- Own the vision and roadmap for how Samsara enables its Support department to deliver exceptional service across all teams including Customer Support Technical Support Product Support Engineering and Technical Account Management.
- Drive strategy and execution for learning programs across onboarding everboarding instructor-led training and eLearning platforms.
- Drive excellence in the global quality program including CSAT QA audits coaching frameworks and QMS tooling driving consistent high-quality customer experiences.
- Collaborate cross-functionally to lead talent development initiatives including career paths skill & competency development and leadership development within Support.
- Build and lead a high-performing globally distributed team of trainers program managers instructional designers and QA professionals.
- 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 Learning & Development.
- 5 years of experience managing and developing teams.
- Proven success in building and leading global support enablement programs.
- Strong organizational leadership abilities including clear communication influencing skills and fostering collaboration.
- Experience designing delivering and evaluating technical training especially for remote teams.
- Proactive approach with a strategic mindset and commitment to high standards.
- Excellent communication skills including writing presentation design and stakeholder management.
An ideal candidate also has:
- Certified Professional in Learning and Performance (CPLP) credential from the Association for Talent Development (ATD).
- Project Management Professional (PMP) certification from the Project Management Institute (PMI).
- Demonstrated experience with instructional design methodologies and learning technologies.
- Experience with B2B hardware and SaaS products.
- Bilingual both spoken and written in English and Spanish.
- Ability to travel to Mexico City 10% of the time.
Required Experience:
Director
Employment Type
Full Time
