AI Self-Service Program Manager

Samsara; Pachuca; A distancia; MXN 1,281,000 - 1,831,000; Jornada completa

Descripción de la vacante

A leading technology firm is seeking an AI Self-Serve Program Manager in Mexico to enhance AI-driven customer experiences. In this remote position, you will lead daily operations of the chatbot and voice AI platforms, analyze key performance metrics, and optimize integrations to improve customer support. Candidates should have over 8 years of experience in Support Operations and a relevant degree. Join a team that supports industry-wide digital transformation.

Formación

• 8+ years in Support Operations, Knowledge Management, or AI/Automation platform management.
• Background in conversational design or prompt engineering.
• Experience with chatbot or voice AI technologies.

Responsabilidades

• Lead daily operations of AI self-service platforms.
• Track and analyze key metrics to drive improvement.
• Optimize AI intelligence and integrations.
• Collaborate across teams to close content gaps.
• Advance AI self-service strategy through innovation.

Conocimientos

Support Operations

Knowledge Management

AI platform management

Conversational design

Analytical skills

Educación

Bachelor’s degree in Business or related field

Master’s degree (preferred)

Descripción del empleo

Who we are

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 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

We’re looking for an AI Self‑Serve Program Manager to supercharge Samsara’s AI‑powered customer experience. You’ll lead our Chatbot and Voice AI platforms, driving innovation that makes support faster, smarter, and more seamless than ever.

This is a high‑impact role where you’ll turn AI vision into measurable results, increasing containment, improving customer satisfaction, and reducing case volume. You’ll own performance insights, refine agent operating procedures, and collaborate with vendors, subject matter experts, and internal teams to continuously elevate our self‑serve capabilities.

This is a remote position open to candidates residing in Mexico. Relocation assistance will not be provided.

You should apply if

• 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.

In this role, you will

• Lead daily operations of Samsara’s AI self‑service platforms (Chatbot and Voice AI) to ensure reliability, speed, and performance.
• Track and analyze key metrics such as containment, deflection, accuracy, and CSAT to uncover insights and drive improvement.
• Optimize AI intelligence and integrations by refining prompts, enhancing conversational design, improving customer flows, and expanding connections across systems for seamless support.
• Collaborate across teams including SMEs, Tech Docs, vendors, and internal AI groups to close content gaps and scale platform capabilities.
• Advance AI self‑service strategy through innovation and continuous alignment with business goals, customer needs, and emerging industry trends.

Minimum requirements for the role

• 8+ years in Support Operations, Knowledge Management, or AI/Automation platform management.
• Bachelor’s degree in Business, Information Systems, or a related field (Master’s preferred).
• Conversational design / prompt engineering background
• Experience working directly with conversational AI technologies such as chatbots or voice AI.
• Strong analytical and problem‑solving skills with a data‑driven mindset.