The opportunity
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…
What you'll do
You want to impact the industries that run our world: Your efforts will result in real-world impact – helping 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 won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
You’re 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-calibre team that will encourage you to do your best.
Own the annual operating plan (AOP) for the Support organization end to end:: building and maintaining the capacity, headcount, and cost model that translates volume forecasts, productivity, AI deflection, and staffing assumptions into a defensible operating plan and budget.
Model and pressure-test the strategic levers available to the business: headcount and vendor/BPO mix, cost to serve, deflection and automation impact, service level and coverage tradeoffs — and bring leadership clear recommendations with quantified impact and stated assumptions.
What they're looking for
- Own the Customer Support business review cadence (monthly and quarterly: reviews) end to end: metric definition and data validation, executive narrative and insight, and follow-through on the decisions and actions that come out of it.
- Build and maintain the reporting frameworks and metric definitions leaders: run the business on — productivity, cost to serve, CSAT, time to resolution, deflection — and make them self-serve so managers can answer their own questions.
- Partner with Support leaders on the operating programs that turn plan into: behavior, including productivity and incentive program design, capacity allocation, and operational improvement initiatives that measurably improve efficiency and customer experience.
- Leverage AI tools (e.g., Claude) and self-service data capabilities on a: day-to-day basis to accelerate modeling, analysis, narrative generation, and reporting — and raise the bar for how the broader operations team applies them.
