Samsara
Business Operations Manager, Technical Support Ops
Remote Support role with clear candidate location fit.
PostedRecently added
Eligible countries1 accepted country
Seniority signalLead
Work settingRemote
Accepted candidate locations
USA
Role overview
Business Operations Manager, Technical Support Ops
Requirements and responsibilities
Readable role content extracted into sections for faster review.
About the role:
- You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
- You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, and countless opportunities to experiment and master your craft in a hyper-growth environment.
- You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
- You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.
In this role, you will:
- Partner with Technical Support leadership to develop strategic narratives and executive-ready presentations that communicate business performance, key priorities, and operational outcomes.
- Build and maintain reporting frameworks that track core business metrics—such as CSAT, time to resolution, and cost to serve—and synthesize findings into actionable insights for senior leadership.
- Translate complex data and operational trends into clear, compelling stories that inform strategic decisions and drive alignment across the organization.
- Drive cross-functional collaboration across Technical Support, Product, R&D, Sales, and Business Technology teams to align on priorities and execute on key initiatives.
- Lead and manage special projects and operational improvement efforts that enhance efficiency and customer experience within the Technical Support ecosystem.
- Leverage AI tools (e.g., Claude, ChatGPT) and self-service data capabilities on a day-to-day basis to accelerate analysis, content generation, and workflow automation.
- Own and operationalize AI governance across the support organization — tracking tools, skills, and use cases being built across teams, establishing versioning standards, and ensuring best practices are shared rather than siloed
- Identify and close information gaps through independent research, data exploration, and rigorous synthesis — returning with something richer than the original ask
- 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.
Minimum requirements for the role:
- 8+ years of experience in business operations, management consulting, strategy, or a related field.
- Bachelor’s degree from a 4-year accredited university.
- 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 data to support decision-making.
- Comfort and previous experience using AI tools for analysis, content generation, and workflow automation.
- Experience working cross-functionally and influencing 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.
An ideal candidate also has:
- Experience working in or with customer support, technical support, or a complex SaaS environment.
- Background in management consulting, investment banking, or a high-growth technology company.
- Familiarity with data tools (e.g., Tableau, Looker, SQL) for self-serve analytics.
- Experience streamlining and scaling products, processes, and workflows with AI.
- Track record of building operational programs or processes from the ground up.
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