Program Manager - Finance
Program Manager - Finance
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1 Vacancy
Job Description
About the Role:
The Senior Escalations Program Manager is the single-threaded owner for our most complex customer escalations (70% of time). They coordinate cross-functional resources manage executive-level communications and ensure rapid high-quality resolution. Leveraging insights from these cases the role spends the remaining 30 % leading projects that eliminate root causes streamline workflows and scale customer-facing processes.
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.
You should apply if:
- You want to impact the industries that run our world: Your efforts will result in real-world 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 high-caliber team that will encourage you to do your best.
In this role you will:
- Own P1/P2 escalations end-to-endtriage action plans and real-time status updates to customers and execs.
- Deliver crisp post-mortems and executive summaries; track MTTR CSAT and follow-up actions.
- Analyze escalation themes quantify business impact and prioritize process-improvement opportunities.
Lead cross-functional initiatives to standardize escalation workflows SLAs tools and dashboards. - Coach frontline teams on prevention and de-escalation best practices.
Drive stakeholder alignment and accountability for commitments arising from escalations.
Success Metrics:
- Mean Time to Resolution (MTTR) for high-severity cases.
- Post-escalation CSAT/NPS.
- % systemic issues permanently fixed within 90 days.
- SLA adherence and audit-ready documentation.
Minimum requirements for the role:
- 4 years in Customer Success Support Ops Trust & Safety or similar owning high-severity escalations.
- Track record of leading cross-functional process-improvement projects.
- Structured problem-solver; data-driven decision-making.
- Strong program/project management chops (PMP ITIL Six Sigma a plus).
- Executive-level written & verbal communication and stakeholder influence.
- Bachelors in Business Ops Engineering or related field.
An ideal candidate also has:
- Customer-obsession & empathy.
- Analytical rigor & storytelling.
- Conflict resolution & stakeholder management.
- Bias for action & ownership.
- Continuous-improvement mindset.
Required Experience:
Manager
Employment Type
Full Time
