AI Self-Service Program Manager

18 hours, 52 minutes ago
Full-time
Lead
Project and Program Management
Samsara

Samsara

Samsara pioneers the Connected Operations Cloud, offering AI safety programs, real-time visibility, and integrations for industries to enhance efficiency, safety, and sustainability globally.

IT Services
1K-5K
Founded 2015

Description

  • Lead daily operations of Samsara’s AI self-service platforms, including Chatbot and Voice AI, to ensure reliability, speed, and performance.
  • Track and analyze key metrics such as containment, deflection, accuracy, and CSAT to identify insights and improvement opportunities.
  • Optimize AI intelligence and integrations by refining prompts, improving conversational design, enhancing customer flows, and expanding system connections.
  • Collaborate with SMEs, Tech Docs, vendors, and internal AI teams to close content gaps and scale platform capabilities.
  • Advance the AI self-service strategy through innovation and alignment with business goals, customer needs, and industry trends.
  • Own performance insights and continuously refine operating procedures to improve support outcomes.
  • Support measurable improvements in customer satisfaction, case reduction, and self-serve containment.

Requirements

  • 8+ years of experience in Support Operations, Knowledge Management, or AI/Automation platform management.
  • Bachelor’s degree in Business, Information Systems, or a related field; Master’s degree preferred.
  • Background in conversational design or prompt engineering.
  • Experience working directly with conversational AI technologies such as chatbots or voice AI.
  • Strong analytical and problem-solving skills with a data-driven mindset.
  • Proven success collaborating across technical and non-technical teams.
  • Experience in project and vendor management.
  • Excellent communication and storytelling skills with a focus on customer experience.
  • Strategic mindset with a builder mentality focused on scaling systems, processes, and technology.
  • Deep understanding of AI-driven self-service and automation; hands-on experience with chatbots, voice AI, or other conversational platforms is preferred.
  • Ability to align cross-functional teams, vendors, and stakeholders around a shared customer experience vision.
  • Must reside in Canada; this is a remote position and relocation assistance will not be provided.

Benefits

  • Annual base salary range of $111,265 to $143,990 CAD.
  • Competitive total compensation package.
  • Employee-led remote and flexible working.
  • Health benefits.
  • Accommodations and inclusive hiring support for qualified persons with disabilities.
  • Flexible working model with remote, hybrid, and in-office options where applicable.

Interested in this position?

Apply directly on the company website

Apply Now

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