Support Enablement Senior Program Manager

Samsara

136d • $100,257 - $151,650

About The Position

Samsara’s Customer Support Enablement team is responsible for driving agent enablement strategies and execution. The Program Manager will proactively engage with stakeholders to align on strategic KPIs and challenges, providing strategic insights, program and project planning and collaborative delivery of enablement resources to achieve goals and drive operational growth. We are the trusted point of contact for Samsara’s Customer Support team to leverage data to drive impact for the business and the customer experience, by building a highly skilled and engaged workforce. As part of the Customer Support Enablement team, the Program Manager will design, implement, and manage programs to equip employees with the necessary skills, tools, and knowledge to meet business goals, focusing on product adoption, technical fluency, and customer pain points. They act as a connector between cross-functional teams, developing and delivering scalable training strategies and resources while continuously measuring program effectiveness and fostering a culture of continuous improvement. This person will work closely with Support Delivery stakeholders to identify critical priorities for the business, and scope, develop, and manage delivery of the work. This role requires a passion for optimizing resources, streamlining operations, and driving change management. Successful candidates will have strong business acumen, a passion for building at scale, and a track record of driving strategic programs that improve the customer experience. The role reports to the Director of Global Enablement & QA.

Requirements

• 6-8 years of strategy program management experience, with 1-3 of those being in Enablement or Learning & Development, ideally in a high-growth SaaS environment or fast-paced technology consulting role
• Demonstrated success launching transformational enablement initiatives that measurably improve the customer experience and support scalability within the business
• Strong program management tool-kit, including problem solving and decision making skills, able to quickly ramp up on business priorities and derive insights from data
• Clear and confident communication, including ability to influence and lead cross-functional stakeholders, executives and front line managers by monitoring and analyzing core business metrics to generate insights and recommended actions
• Diplomacy, tact, and poise under pressure when working through issues, skilled at having prioritization conversations and discussing tradeoffs

Nice To Haves

• Enablement experience with B2B hardware and SaaS products
• PMP certification, Agile/Scrum Certification, Prosci Certification, and/or advanced training in Project/Program Management
• Experience in a global Operations, Customer Success, or Customer Experience organization

Responsibilities

• Lead the end-to-end planning and delivery of our highest priority and most complex programs by partnering with leadership and stakeholders to facilitate a needs assessment and strategy to address pain points for customers and within the business
• Develop comprehensive program strategies, roadmaps and plans, expertly framing the need, scoping and roadmapping the work, owning governance and stakeholder engagement, defining KPIs, and reporting on results
• Collaborate with stakeholders and drive alignment, owning program data-driven reporting, scope of impact, and communication, and partnering to iterate and improve outcomes for Samsara and our customers
• Identify and tackle operational problems through processes, tools, and dashboards that scale and mitigate risks through proactive solutions and communications
• Champion, role model, and embed Samsara’s cultural principles as we scale globally and across new offices

Benefits

• Competitive total compensation package
• Employee-led remote and flexible working
• Health benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees