Sr. Manager, Business Operations

NextGenEnergyJobs; Northern (KY); Hybrid; USD 119,000 - 180,000; Full time

Benefits offered by this job

Flexible remote model

Job summary

Samsara is seeking a Sr. Business Operations Manager to partner with the Global Support leadership, driving operational excellence and data-informed decisions at scale. You will own the AOP, capacity, headcount, and cost models, and connect support activity with budgeting outcomes across senior leadership.

You will build and manage reporting cadences, craft clear narratives, and leverage AI tools to accelerate modeling and insights, influencing multi-functional teams globally.

Qualifications

• 10+ years in business operations, strategic finance/FP&A, or related fields.
• Experience owning an annual operating plan and capacity/cost models.
• Proven ability to build executive-level narratives and dashboards.
• Comfort with AI-based analysis and self-serve analytics tools.

Responsibilities

• Own the annual operating plan for the Support org end to end.
• Develop capacity, headcount, and cost models linking volume to staffing.
• Own reporting cadence and executive narratives for leadership.
• Collaborate across Support, Finance, and People to drive updates.
• Create self-serve reporting frameworks using AI tools for speed.

Skills

Strategic operations

Cross-functional collaboration

Analytical thinking

Independent / autonomous

Executive communications

Vendor management

AI/tools usage

Planning & budgeting

Data-informed decision making

Education

Bachelor’s degree

Tools

Tableau

Looker

SQL

Databricks

Job description

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams.

Key Responsibilities

• The Sr. Business Operations Manager is a strategic partner to the leadership of Samsara’s Global Support organization, driving operational excellence and enabling data-informed decision-making at scale. This role sits at the intersection of strategy and execution, supporting senior leadership with the insights, communications, and operational frameworks needed to run and grow the business effectively.
• This role owns the annual operating plan and the operating cadence that measures performance against it. On the planning side, you will own the capacity, headcount, and cost model that connects support volume, productivity, AI deflection, and staffing assumptions into a defensible operating plan — and act as the connective tissue between Support leadership, Workforce Management, and Finance. On the business operations side, you will own the reporting and business review cadence for Customer Support, turning a wide set of operational metrics into a clear narrative about what is happening, why, and what leadership should do about it.
• This is a high-autonomy role for a builder. You will take ambiguous, loosely scoped problems: a cost target, a capacity gap, an unexplained trend, and return with structured analysis, a defensible model, and a recommendation leaders can act on. You will operate credibly with senior stakeholders across Support, Finance, and People, influence without direct authority, and use modern AI tools every day to work at a level of speed and rigor that would not otherwise be possible. Success in this role looks like leaders making better decisions faster, with a plan and a set of numbers everyone trusts.
• This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.
• Own the annual operating plan (AOP) for the Support organization end to end: building and maintaining the capacity, headcount, and cost model that translates volume forecasts, productivity, AI deflection, and staffing assumptions into a defensible operating plan and budget.
• Model and pressure-test the strategic levers available to the business: headcount and vendor/BPO mix, cost to serve, deflection and automation impact, service level and coverage tradeoffs — and bring leadership clear recommendations with quantified impact and stated assumptions.
• Own the Customer Support business review cadence (monthly and quarterly reviews) end to end: metric definition and data validation, executive narrative and insight, and follow-through on the decisions and actions that come out of it.
• Build and maintain the reporting frameworks and metric definitions leaders run the business on — productivity, cost to serve, CSAT, time to resolution, deflection — and make them self-serve so managers can answer their own questions.
• Partner with Support leaders on the operating programs that turn plan into behavior, including productivity and incentive program design, capacity allocation, and operational improvement initiatives that measurably improve efficiency and customer experience.
• Leverage AI tools (e.g., Claude) and self-service data capabilities on a day-to-day basis to accelerate modeling, analysis, narrative generation, and reporting — and raise the bar for how the broader operations team applies them.
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

Requirements

• 10+ years of experience in business operations, strategic finance/FP&A, management consulting, strategy, or a related field.
• Bachelor’s degree from a 4-year accredited university.
• Experience owning an annual operating plan, capacity plan, or equivalent multi-quarter planning process for a large organization or function.
• Demonstrated experience building and owning complex operating or financial models (headcount, capacity, and cost) that senior leaders make decisions from.
• Experience owning a recurring executive business review cadence (e.g., MBR/QBR) end to end, including metric definitions, narrative, and follow-through.
• Demonstrated ability to build executive-level presentations and strategic communications that convey a clear, compelling narrative.
• Strong analytical skills with the ability to independently source, interpret, and synthesize large and imperfect datasets to support decision-making, including familiarity with data tools (e.g., Tableau, Looker, SQL, Databricks) for self-serve analytics.
• Comfort and previous experience using AI tools for analysis, modeling, content generation, and workflow automation.
• Experience working cross-functionally and influencing senior stakeholders without direct authority.
• High degree of independence and intellectual curiosity: able to take a loosely defined problem and return with structured, rigorous thinking and actionable recommendations.
• Experience in or with a customer support, technical support, or service delivery organization operating at scale across multiple sites and a vendor/BPO mix.
• Background in management consulting, investment banking, corporate strategy, or strategic finance at a high-growth technology company.
• Working knowledge of workforce management concepts — volume forecasting, AHT, shrinkage, occupancy, adherence, and capacity to serve.
• Hands-on experience applying AI and agentic tooling to planning, reporting, or operational workflows, and a point of view on where it does and does not belong.
• Track record of building operational programs, planning processes, or reporting systems from the ground up.
• Experience managing cost-to-serve levers and vendor spend, including cost tracking and governance for SaaS or AI usage.
• 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. Learn more about our total rewards and benefits below.
• $119,000
• $180,000 USD
• At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. 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. If you’re ready to build for the long term and own the outcome, your journey starts here.