Sr. Manager, Support Readiness & Quality Insights

Samsara

12h•$118,440 - $190,350•Remote

About The Position

Samsara is looking for a senior people leader to own the full lifecycle of support readiness and quality intelligence for our Global Customer Support organization. This role sits at the intersection of learning, delivery, and quality — responsible for making sure agents are prepared to perform, and that we have the systems in place to measure and continuously raise the bar on what “good” looks like. You’ll be joining a team that is actively mid-transformation toward an AI-native operating model. In this role, you’ll be expected to drive your team’s AI fluency, make informed decisions about AI tooling, and rebuild how both the Delivery and Quality Intelligence functions operate in an environment where AI is doing more of the transactional work and humans are focused on judgment, coaching, and insight generation. You’ll lead two consolidated teams: a Delivery team spanning Training, Instructional Design, and Program Coordination, and a Quality Intelligence team responsible for audit operations, AI-augmented review, and insight generation. The ideal candidate has a proven track record of building and integrating multi-functional teams, and can operate fluidly across Sales, Operations, Product, and Leadership stakeholders to connect program outcomes to business results. This is a role for someone who brings both operational depth and strategic range — someone who can shape the long-term vision while staying close enough to execution to remove blockers and develop talent. This role reports to the Director of Support Readiness & Intelligence, and partners closely with Support Operations, Workforce Management, and cross-functional stakeholders across the support org. This is a remote role open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

Requirements

13+ years of related professional experience, with at least 5 years in a people management role leading multi-functional teams
Demonstrated experience leading teams through technology or operational transformation, with a working knowledge of how AI tools are reshaping support and enablement functions
Demonstrated experience partnering across functions including operations, product, or go-to-market to align program strategy to business priorities
Strong program management skills including cross-functional leadership, systems thinking, and data-driven decision making
Excellent communicator who can operate fluidly from analyst-level detail to VP-level narrative
B.A./B.S., preferably in education, business, or another quantitative discipline

Nice To Haves

Hands-on experience building agentic workflows to scale team capacity and increase delivery efficiency with a point of view on where AI is headed in support and enablement, and the credibility to bring the team and stakeholders along
Experience managing through organizational transformation, particularly agentic operating models
Proven track record of building and scaling programs from the ground up in a high-growth environment

Responsibilities

Lead AI-Native Transformation: Own the team’s shift to an agentic operating model across both Delivery and Quality Intelligence. This means establishing workflows that leverage AI tools to scale capacity and improve output quality.
Own Support Readiness Delivery: Lead the design and delivery of onboarding, upskill, and continuous learning programs across all support tiers and channels. Ensure content is built for skill retention and that programs translate into measurable performance outcomes.
Drive Quality Intelligence Operations: Lead a team of QA analysts focused on audit execution, model validation, and trend identification. Work in close partnership with the QI strategy function to translate findings into actionable coaching signals and enablement content.
Develop a Coaching & Feedback Infrastructure: Build the QA-to-coaching routing, calibration cadence, and feedback frameworks. Partner with Enablement to keep tools and QA signals aligned with the broader development strategy.
Drive Cross-Functional Alignment: Serve as the connective tissue between learning outcomes, quality signals, and business priorities and bring a point of view to leadership conversations, not just data.
Measure What Matters: Own the KPI framework across both teams and translate program activity into business impact ie: AHT reduction, CSAT improvement, time-to-proficiency, and audit coverage.
Champion Samsara’s Cultural Principles: Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team.