Senior Escalations Program Manager — Remote

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

Job summary

Samsara is seeking a Senior Escalations Program Manager to own our most complex customer escalations and drive durable improvements. Approximately 70% of your time will be spent managing complex customer finance requests, coordinating cross-functional resources, and delivering high-quality resolutions for high-severity issues.

The remaining 30% focuses on root-cause programs and scalable processes. This role is ideal for a structured, customer-centered operator who can bring clarity to complex

Qualifications

• 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or related function with ownership of high-severity escalations.
• Demonstrated success leading cross-functional process-improvement programs from problem definition through adoption.
• Structured problem-solving with data-driven decision making and clear executive updates.

Responsibilities

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

Education

Bachelor’s degree in Business, Operations, Engineering, or related field

Job description

Samsara is seeking a Senior Escalations Program Manager to own our most complex customer escalations and drive durable improvements. Approximately 70% of your time will be spent managing complex customer finance requests, coordinating cross-functional resources, and delivering high-quality resolutions for high-severity issues.

The remaining 30% focuses on root-cause programs and scalable processes. This role is ideal for a structured, customer-centered operator who can bring clarity to complex