Support Enablement Program Manager

About the role:

Samsaras Customer Support Enablement team is responsible for driving agent enablement strategies and execution. The Program Manager will proactively engage with stakeholders to align on strategic KPIs and challenges providing strategic insights program and project planning and collaborative delivery of enablement resources to achieve goals and drive operational growth. We are the trusted point of contact for Samsaras Customer Support team to leverage data to drive impact for the business and the customer experience by building a highly skilled and engaged workforce.

As part of the Customer Support Enablement team the Program Manager will design implement and manage programs to equip employees with the necessary skills tools and knowledge to meet business goals focusing on product adoption technical fluency and customer pain points. They act as a connector between cross-functional teams developing and delivering scalable training strategies and resources while continuously measuring program effectiveness and fostering a culture of continuous improvement.

This person will work closely with Support Delivery stakeholders to identify critical priorities for the business and scope develop and manage delivery of the work. This role requires an eye for optimizing resources streamlining operations and driving change management. Successful candidates will have strong business acumen a passion for building at scale and a track record of driving strategic programs that improve the customer experience. The role reports to the Director of Global Enablement & QA.

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 thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Support teams. With a growth mindset and a desire to learn you will strategically partner with our team to find unique solutions to help keep our customers operations safe efficient and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work this role wont be your last at Samsara. This Customer Support Enablement team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper-growth environment.
• You want to be with the best: At Samsara we win together celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

In this role you will:

• Lead the end-to-end planning and delivery of our highest priority and most complex programs by partnering with leadership and stakeholders to facilitate a needs assessment and strategy to address pain points for customers and within the business
• Develop comprehensive program strategies roadmaps and plans expertly framing the need scoping and roadmapping the work owning governance and stakeholder engagement defining KPIs and reporting on results
• Collaborate with stakeholders and drive alignment owning program data-driven reporting scope of impact and communication and partnering to iterate and improve outcomes for Samsara and our customers
• Identify and tackle operational problems through processes tools and dashboards that scale and mitigate risks through proactive solutions and communications
• 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:

• 6-8 years of strategy program management experience with 1-3 of those being in Enablement or Learning & Development ideally in a high-growth SaaS environment or fast-paced technology consulting role
• We welcome applications from candidates with a bachelors degree or those who have gained equivalent expertise through practical experience.
• Demonstrated success launching transformational enablement initiatives that measurably improve the customer experience and support scalability within the business
• Strong program management tool-kit including problem solving and decision making skills able to quickly ramp up on business priorities and derive insights from data
• Clear and confident communication including ability to influence and lead cross-functional stakeholders executives and front line managers by monitoring and analyzing core business metrics to generate insights and recommended actions
• Diplomacy tact and poise under pressure when working through issues skilled at having prioritization conversations and discussing tradeoffs

The ideal candidate has:

• Enablement experience with B2B hardware and SaaS products
• PMP certification Agile/Scrum Certification Prosci Certification and/or advanced training in Project/Program Management
• Experience in a global Operations Customer Success or Customer Experience organization

Required Experience:

Manager