Business Operations Manager, Technical Support Ops

Samsara•Toronto, ON

7d•$113,050 - $133,000•Remote

About The Position

The Business Operations Manager will be a strategic partner embedded within the Technical Support organization at Samsara, 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. The ideal candidate is a sharp, highly independent thinker who can take ambiguous challenges and return with structured analysis, compelling narratives, and clear recommendations. They bring strong executive communication skills, big-picture thinking, and the ability to influence cross-functional stakeholders — all while leveraging modern AI tools to work faster and smarter.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.