Responsibilities
- 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 metrics—such as CSAT, time to resolution, and cost to serve—and 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 Samsara’s 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.
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 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.
Nice to Have
- 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.
Additional Information
- Relocation assistance will not be provided for this position.
