Remote: Senior Escalations Program Manager, Finance

Samsara; United States; Remote; USD 102,000 - 154,000; Full time

Benefits offered by this job

Flexible working

Remote work

Professional development stipend

Parental leave

Job summary

Samsara is hiring a Senior Escalations Program Manager in the United States to own complex customer escalations and drive systemic improvements. You will coordinate across Sales, Finance, Support, CS, Product, and Engineering to deliver rapid, high‑quality resolutions and to prevent recurrence.

The role emphasizes structured problem solving, data-driven decisions, and leadership in cross‑functional programs, all within a remote-friendly environment.

Qualifications

• 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or related function.
• Proven success leading cross-functional process-improvement programs from problem definition through implementation and adoption.
• Structured problem‑solving skills and the ability to use data to make decisions, quantify impact, and prioritize work.
• Strong program and project management skills, including managing multiple workstreams with time-sensitive dependencies.
• Excellent written and verbal communication skills, with ability to synthesize complex situations into clear exec‑level updates and recommendations.

Responsibilities

• Own priority customer escalations end to end, including triage, action planning, cross‑functional coordination, risk management, and real-time status updates to customers and executives.
• Serve as the single-threaded owner for complex escalations, coordinating across Sales, Finance, Support, CS, Product, Engineering, and other partners.
• Deliver post‑mortems and executive summaries; track progress, commitments, and follow‑ups through closure.
• Analyze escalation themes and quantify business impact to identify opportunities for process, product, and workflow improvements.
• Lead cross‑functional programs to improve the customer experience—standardize escalation workflows, SLAs, tooling, reporting, and dashboards.
• Coach frontline teams on escalation prevention, de-escalation, and effective communication.
• Champion Samsara’s culture—Focus on Customer Success, Build for the Long Term, Growth Mindset, Be Inclusive, Win as a Team.

Skills

Cross-functional

Problem solving

Program management

Data-driven decisions

Communication

Attention to detail

Education

Bachelor’s degree in Business/Operations/Engineering

PMP/ITIL/Six Sigma certification (nice to have)

Job description

Samsara is hiring a Senior Escalations Program Manager in the United States to own complex customer escalations and drive systemic improvements. You will coordinate across Sales, Finance, Support, CS, Product, and Engineering to deliver rapid, high‑quality resolutions and to prevent recurrence.

The role emphasizes structured problem solving, data-driven decisions, and leadership in cross‑functional programs, all within a remote-friendly environment.