Business Operations Manager, Technical Support Ops

1 hour, 50 minutes ago
Full-time
Lead
Customer and Technical Support
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

  • Partner with Technical Support leadership to develop strategic narratives and executive-ready presentations on business performance and priorities.
  • Build and maintain reporting frameworks for core support metrics such as CSAT, time to resolution, and cost to serve.
  • Translate complex data and operational trends into clear insights that inform strategic decisions and align stakeholders.
  • Drive cross-functional collaboration across Technical Support, Product, R&D, Sales, and Business Technology teams.
  • Lead special projects and operational improvement efforts that improve efficiency and customer experience.
  • Use AI tools such as Claude and ChatGPT, along with self-service data capabilities, to accelerate analysis, content generation, and workflow automation.
  • Own and operationalize AI governance across the support organization, including tracking tools, skills, use cases, and versioning standards.
  • Identify and close information gaps through independent research, data exploration, and rigorous synthesis.
  • Champion Samsara’s cultural principles as the company scales globally.

Requirements

  • 8+ years of experience in business operations, management consulting, strategy, or a related field.
  • Bachelor’s degree from a 4-year accredited university.
  • Demonstrated ability to build executive-level presentations and strategic communications with a clear, compelling narrative.
  • Strong analytical skills with the ability to independently source, interpret, and synthesize data for 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, with the ability to turn loosely defined problems into structured recommendations.
  • Experience working in or with customer support, technical support, or a complex SaaS environment, preferred.
  • Background in management consulting, investment banking, or a high-growth technology company, preferred.
  • Familiarity with data tools such as Tableau, Looker, or SQL for self-serve analytics, preferred.
  • Experience streamlining and scaling products, processes, and workflows with AI, preferred.
  • Track record of building operational programs or processes from the ground up, preferred.

Benefits

  • Annual base salary range of $106,802.50 to $161,550 USD.
  • Above-market total compensation that may include base salary, performance-based bonus/variable pay, and equity for eligible roles.
  • Flexible, employee-led remote work model.
  • Comprehensive health plans.
  • Parental leave plans.
  • Professional development stipend.
  • Opportunity for above-market compensation for top performers.
  • Accommodations and inclusive recruiting support for candidates with disabilities.

Interested in this position?

Apply directly on the company website

Apply Now

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