Senior Escalations Lead — Remote, Cross-Functional

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

Benefits offered by this job

Remote-friendly remote model

RSU equity program

Professional development stipend

Job summary

Samsara is hiring a Senior Escalations Program Manager to own complex customer escalations and drive durable improvements. You’ll coordinate cross-functional resources, lead executive-level communications, and resolve high-severity issues quickly.

Approximately 70% of time on complex finance escalations and 30% on proactive programs to prevent issues and streamline workflows. Remote role for US candidates with some geographic restrictions.

Qualifications

• 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or related function.
• Proven ability to lead cross-functional process-improvement programs from definition to adoption.
• Structured problem-solving skills and the ability to use data to decide and prioritize.
• Strong program and project management skills for multiple workstreams under time pressure.
• Excellent written and verbal communication with executive updates and recommendations.

Responsibilities

• Own priority customer escalations end to end, including triage and action planning.
• Coordinate cross-functional teams across Sales, Finance, Support, Customer Success, Product, and Engineering.
• Deliver post-mortems and executive summaries, track progress and follow-up actions.
• Analyze escalation themes and quantify business impact to drive improvements.
• Lead cross-functional programs to standardize workflows, SLAs, and dashboards.
• Coach frontline teams on escalation prevention and customer communication.
• Embed Samsara’s principles: Focus on Customer Success, Build for the Long Term, and Grow Mindset.

Skills

Customer success

Cross-functional coordination

Problem solving

Program management

Executive communication

Education

Bachelor's degree in Business/Operations/Engineering

Job description

Samsara is hiring a Senior Escalations Program Manager to own complex customer escalations and drive durable improvements. You’ll coordinate cross-functional resources, lead executive-level communications, and resolve high-severity issues quickly.

Approximately 70% of time on complex finance escalations and 30% on proactive programs to prevent issues and streamline workflows. Remote role for US candidates with some geographic restrictions.