Sr. Support Product Manager, Tooling and Ops

Details

• 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, and most importantly, ensure workers return home safely.
• You have an innate curiosity about how businesses work: One day you’ll meet with someone in waste management, and the next you may be learning about the inner workings of a food distribution center. Our top sales team members seek to learn the ins and outs of the businesses they support in order to make a larger impact.
• You build genuine relationships with your customers: The industries we serve have relied on pen-and-paper solutions for years and haven’t been met with the type of technology we offer. Our customers value earned trust and human relationships built over time.
• You want to be with the best: Samsara’s high-performance culture means you’ll be surrounded by the best and challenged to go farther than you have before.
• You are a team player: At Samsara, sales is a team sport. We help each other out by sharing best practices and focusing on winning as a team.
• Own the business-operations impact of the product - operational KPI governance and the operating-model changes each release drives.
• Discovery: Lead deep user research to identify, document, and anticipate core customer support pain points and future GTM tooling needs.
• Design: Draft comprehensive Product Requirements Documents (PRDs) and design artifacts (wireframes), ensuring alignment with business goals and automated workflows.
• Build: Oversee feature execution and drive rigorous usability testing, collaborating with Support Ops, GTMS, Finance, Sales Ops, and AI + Data Analytics teams.
• Launch: Coordinate all aspects of release, including change management, enablement programs, and documentation for seamless field adoption.
• Adopt & Iterate: Own the product through ongoing operation and adoption - tracking product and operational KPIs to measure business impact and drive roadmap iterations.
• 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
• 5-8 years of Customer Support tooling experience in a fast-paced SaaS environment
• Bachelor's degree in a technical or business field, or equivalent practical work experience.
• AI Platform Experience: Proven experience managing AI support tools or LLM-based platforms (e.g., Decagon, Happy Robot, Intercom Fin, or similar).
• Established subject matter expert in GTM tooling, with a history of delivering substantial impact across multiple tools
• Ability to translate complex customer and business problems into clear requirements and solutions.
• Experience with leveraging AI to solve high-impact business problems
• Analytical Skills: Ability to look at large datasets of conversation logs to identify patterns and root causes of technical failures.