Business Operations Manager, Technical Support Ops

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara we are helping improve the safety efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP these industries are the infrastructure of our planet including agriculture construction field services transportation and manufacturing and we are excited to help digitally transform their operations at scale.

Working at Samsara means youll help define the future of physical operations and be on a team thats shaping an exciting array of product solutions including Video-Based Safety Vehicle Telematics Apps and Driver Workflows and Equipment Monitoring. As part of a recently public company youll have the autonomy and support to make an impact as we build for the long term.

About the role:

The Business Operations Manager will be a strategic partner embedded within the Technical Support organization at Samsara driving operational excellence and enabling data-informed decision-making at scale. This role sits at the intersection of strategy and executionsupporting senior leadership with the insights communications and operational frameworks needed to run and grow the business effectively.
The ideal candidate is a sharp highly independent thinker who can take ambiguous challenges and return with structured analysis compelling narratives and clear recommendations. They bring strong executive communication skills big-picture thinking and the ability to influence cross-functional stakeholders all while leveraging modern AI tools to work faster and smarter.

This is a remote position open to candidates residing in Canada. Relocation assistance will not be provided for this position.

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 and 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:

• Partner with Technical Support leadership to develop strategic narratives and executive-ready presentations that communicate business performance key priorities and operational outcomes.
• Build and maintain reporting frameworks that track core business metricssuch as CSAT time to resolution and cost to serveand synthesize findings into actionable insights for senior leadership.
• Translate complex data and operational trends into clear compelling stories that inform strategic decisions and drive alignment across the organization.
• Drive cross-functional collaboration across Technical Support Product R&D Sales and Business Technology teams to align on priorities and execute on key initiatives.
• Lead and manage special projects and operational improvement efforts that enhance efficiency and customer experience within the Technical Support ecosystem.
• Leverage AI tools (e.g. Claude ChatGPT) and self-service data capabilities on a day-to-day basis to accelerate analysis content generation and workflow automation.
• Own and operationalize AI governance across the support organization tracking tools skills and use cases being built across teams establishing versioning standards and ensuring best practices are shared rather than siloed
• Identify and close information gaps through independent research data exploration and rigorous synthesis returning with something richer than the original ask
• 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:

• 8 years of experience in business operations management consulting strategy or a related field.
• Bachelors degree from a 4-year accredited university.
• Demonstrated ability to build executive-level presentations and strategic communications that convey a clear compelling narrative.
• Strong analytical skills with the ability to independently source interpret and synthesize data to support decision-making.
• Comfort and previous experience using AI tools for analysis content generation and workflow automation.
• Experience working cross-functionally and influencing stakeholders without direct authority.
• High degree of independence and intellectual curiosity able to take a loosely defined problem and return with structured rigorous thinking and actionable recommendations.
  
  

An ideal candidate also has:

• Experience working in or with customer support technical support or a complex SaaS environment.
• Background in management consulting investment banking or a high-growth technology company.
• Familiarity with data tools (e.g. Tableau Looker SQL) for self-serve analytics.
• Experience streamlining and scaling products processes and workflows with AI.
• Track record of building operational programs or processes from the ground up.