Support Operations Program Manager - Technical Support

Samsara; United States; Remote; USD 100,000 - 152,000; Full time

Job summary

Samsara is seeking a Support Operations Program Manager to enhance customer experience and operational excellence within the Technical Support ecosystem. The successful candidate will manage processes and collaborate across teams, ensuring high-quality support through effective project management and analytical skills. This position is remote for US candidates, excluding certain metro areas.

Benefits

Competitive total compensation package

Remote and flexible working options

Health benefits

Samsara for Good charity contributions

Qualifications

• 8+ years in business operations or program management.
• Experience in root cause analysis and cross-functional problem-solving.
• Strong analytical, communication, and project management skills.

Responsibilities

• Manage business processes & technology supporting the technical support ecosystem.
• Monitor and analyze key business metrics to generate insights.
• Improve metrics like resolution time and customer satisfaction.

Skills

Analytical skills

Project management

Communication

Education

Bachelor’s degree

Job description

Support Operations Program Manager - Technical Support

Who We Are
Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform enabling organizations dependent on physical operations to harness Internet of Things (IoT) data for actionable insights and operational improvements. We aim to enhance safety, efficiency, and sustainability across industries that form the infrastructure of our global economy, including agriculture, construction, field services, transportation, and manufacturing. We are excited to facilitate their digital transformation.

Working at Samsara means shaping the future of physical operations and contributing to innovative product solutions such as Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As a recently public company, we offer autonomy and support to make a meaningful impact as we grow long-term.

About the role

The Operations Program Manager (OPM) for Technical Support will focus on enhancing customer experience and operational excellence within Samsara’s Technical Support ecosystem. This role involves managing run-the-business processes and technology, collaborating with teams across Technical Support, Product Support Engineering, Product Management, R&D, and Business Technology to prioritize and execute operational projects.

The ideal candidate has extensive experience working with cross-functional teams to solve complex problems, scale operations through processes and technology, and deliver exceptional customer experiences. Strong project management, business acumen, and leadership skills are essential. The role reports to the Director of Global Support Operations & Strategy.

This is a remote position open to candidates in the US, excluding the San Francisco Bay Area, NYC Metro Area, and Washington, D.C. Metro Area.

You should apply if

• You want to impact industries that run our world—helping to keep the lights on, supply food, reduce emissions, and ensure worker safety.
• You are the architect of your career—our culture supports rapid growth and opportunities to develop your craft in a hyper-growth environment.
• You’re energized by our vision—digitizing large sectors of the global economy with your ideas and efforts.
• You want to be with the best—surrounded by a high-caliber team that encourages excellence.

In this role, you will

• Manage business processes & technology supporting the technical support ecosystem.
• Address complex operational challenges by fostering collaboration across teams.
• Monitor and analyze key business metrics to generate insights and inform leadership actions.
• Improve metrics like resolution time, customer satisfaction, service quality, efficiency, and cost to serve through targeted initiatives.
• Embed Samsara’s cultural principles—Customer Success, Long-Term Building, Growth Mindset, Inclusion, Team Win—as we expand globally.

Minimum requirements

• Bachelor’s degree from an accredited four-year university.
• 8+ years in business operations or program management.
• Experience in root cause analysis, cross-functional problem-solving, and delivering solutions.
• Strong analytical, communication, and project management skills.
• Ability to adapt to changing priorities and work in a fast-paced environment.
• Capability to manage multiple projects and see the strategic big picture.

Preferred qualifications

• Continued learning in Engineering, Operations Management, or related fields.
• Experience leading high-performing, tech-savvy teams.
• Experience in customer support within a SaaS environment.
• Experience collaborating with R&D teams.
• Six Sigma certification or equivalent data-driven process improvement experience.

The annual base salary range for this full-time role is $100,257.50—$151,650 USD, with actual offers depending on location, skills, and experience.

Samsara values diversity and inclusion, and all qualified applicants will receive consideration without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, veteran status, disability, age, or other protected characteristics.

Benefits

Full-time employees receive a competitive total compensation package, remote and flexible working options, health benefits, Samsara for Good charity contributions, and more. Visit our Benefits site for details.

Accommodations

We are committed to providing an inclusive environment and accommodating applicants with disabilities. Contact [e-mail] or click here for assistance.

Flexible Working

We support a flexible work model—whether in-office, hybrid, or remote—based on operational needs. Employment offers depend on legal work authorization and location requirements if applicable.

Fraudulent Offers

Samsara does not charge fees at any stage of the hiring process. Official communications come from '@samsara.com' or '@us-greenhouse-mail.io'. For more info, visit our blog.