Strategic Program Manager - Customer Support Transformation

Samsara • Chicago, IL

54d

About The Position

About the role: Samsara’s Global Customer Support (GCS) team is available 24x7x365 to help customers resolve any issue they encounter. We are the trusted point-of-contact for technical support (e.g. product usage, troubleshooting) and non-technical support (e.g. account administration, order and fulfillment), and partner closely with cross-functional teams such as Product, R&D, Sales, Success, and Finance to resolve issues and deliver a great customer experience. The Strategic Program Manager will prioritize, implement, and lead large-scale transformational projects across the GCS organization. This role requires a passion for aligning leaders on visions, creating & streamlining project plans, centralizing processes, and optimizing change management. Successful candidates have strong analytical business acumen and an insatiable curiosity to understand and improve operations. This role reports to the Senior Manager of the Support PMO, and will work closely with Support Leadership and cross-functional teams to identify, prioritize, and execute on critical strategic projects such as improving the efficacy of self-service Support, enhancing cross-functional workflows to improve customer experience, and scoping and deploying new technology (e.g. AI, chatbots, federated search) to drive efficiency. This role is open to candidates residing within the United States except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area. Relocation assistance will not be provided for this position. You should apply if: 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, 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-calibre team that will encourage you to do your best.

Requirements

• Bachelor’s degree from an accredited university
• 7+ years of project/program management, management consulting, and/or business operations & strategy experience
• Strong communication skills, including the ability to influence and lead complex projects with a wide variety of stakeholders, such as executives, Sales & R&D leaders, and frontline managers
• Demonstrated ability to clearly translate business concepts and requirements to technology teams to deliver effective solutions
• Strong analytical, data-driven, problem-resolution, and decision-making skills

Nice To Haves

• PMP certification and/or advanced education in Project or Program Management
• Experience with B2B hardware and SaaS products
• Experience driving AI-centric projects
• Experience in a global Customer Support, Product Support, Customer Success, or Customer Operations organization
• Proven track record of building trust delivering results that demonstratively improve the customer experience
• Adaptability, flexibility, and the conviction to "do the right thing" under stress, high tension, and tight deadlines

Responsibilities

• Lead the end-to-end planning and delivery of complex, cross-functional project portfolio , translating strategic direction into actionable execution plans.
• Anticipates misalignment early and drives realignment across teams and leaders.
• Understands broader business priorities and competitive/industry trends . Uses these insights to shape program strategy and make informed recommendations.
• Communicates complex topics simply and persuasively. Uses storytelling and data to influence, facilitate tradeoffs, and drive decision-making.
• Trusted advisor to Director + Internal stakeholders, driving alignment and collaboration across complex or competing priorities.
• Demonstrates deep fluency in PM methodologies, tools, systems and customer/technical support processes. Shares insights and lessons learned to mature PMO standards and foster a culture of continuous learning.
• Integrates AI solutions into program processes to improve scalability, accuracy, and strategic planning.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees