customer support
Posted Jun 23Sr. Manager, Support Readiness & Quality Insights
at Samsara
United StatesHybrid
Responsibilities
- Own the team’s shift to an agentic operating model across both Delivery and Quality Intelligence.
- Own Support Readiness Delivery
- Lead the design and delivery of onboarding, upskill, and continuous learning programs across all support tiers and channels.
- Ensure content is built for skill retention and that programs translate into measurable performance outcomes.
- Drive Quality Intelligence Operations
- Lead a team of QA analysts focused on audit execution, model validation, and trend identification.
- Develop a Coaching & Feedback Infrastructure
- Build the QA-to-coaching routing, calibration cadence, and feedback frameworks. Partner with Enablement to keep tools and QA signals aligned with the broader development strategy.
- Drive Cross-Functional Alignment
- Own the KPI framework across both teams and translate program activity into business impact ie: AHT reduction, CSAT improvement, time-to-proficiency, and audit coverage.
- Champion Samsara’s Cultural Principles
- Proven track record of building and scaling programs from the ground up in a high-growth environment
Requirements
- 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.
- You’ll be joining a team that is actively mid-transformation toward an AI-native operating model.
- In this role, you’ll be expected to drive your team’s AI fluency, make informed decisions about AI tooling, and rebuild how both the Delivery and Quality Intelligence functions operate in an environment where AI is doing more of the transactional work and humans are focused on judgment, coaching, and insight generation.
- You’ll lead two consolidated teams: a Delivery team spanning Training, Instructional Design, and Program Coordination, and a Quality Intelligence team responsible for audit operations, AI-augmented review, and insight generation.
- The ideal candidate has a proven track record of building and integrating multi-functional teams, and can operate fluidly across Sales, Operations, Product, and Leadership stakeholders to connect program outcomes to business results.
- Lead AI-Native Transformation
- This means establishing workflows that leverage AI tools to scale capacity and improve output quality..
- Work in close partnership with the QI strategy function to translate findings into actionable coaching signals and enablement content.
- experience leading teams through technology or operational transformation, with a working knowledge of how AI tools are reshaping support and enablement functions Demonstrated
- experience partnering across functions including operations, product, or go-to-market to align program strategy to business priorities
- experience building agentic workflows to scale team capacity and increase delivery efficiency with a point of view on where AI is headed in support and enablement, and the credibility to bring the team and stakeholders along •
- Experience managing through organizational transformation, particularly agentic operating models
- All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
Experience
- 13+ years of related professional experience, with at least 5 years in a people management role leading multi-functional teams Demonstrated
Benefits
- This is a role for someone who brings both operational depth and strategic range — someone who can shape the long-term vision while staying close enough to execution to remove blockers and develop talent.
- The range of annual base salary for full-time employees for this position is below.
- Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.
- Annual Base Salary $118,440 — $190,350 USD Total Rewards
- Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company.
- We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.
- Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more.
Contact
- Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.
- Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co.
Additional details
- 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 you’ll help define the future of physical operations and be on a team that’s 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, you’ll have the autonomy and support to make an impact as we build for the long term. About the Role
- Samsara is looking for a senior people leader to own the full lifecycle of support readiness and quality intelligence for our Global Customer Support organization.
- This role sits at the intersection of learning, delivery, and quality — responsible for making sure agents are prepared to perform, and that we have the systems in place to measure and continuously raise the bar on what “good” looks like.
- This role reports to the Director of Support Readiness & Intelligence, and partners closely with Support Operations, Workforce Management, and cross-functional stakeholders across the support org.
- This is a remote role open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.
- Serve as the connective tissue between learning outcomes, quality signals, and business priorities and bring a point of view to leadership conversations, not just data.
- Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team.