Note: The job is a remote job and is open to candidates in USA. Samsara is the pioneer of the Connected Operations™ Cloud, helping organizations improve their physical operations. The Business Operations Manager will drive operational excellence within the Technical Support organization, supporting senior leadership with insights and frameworks for effective business growth.
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
Skills
- 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
- 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
Benefits
- Performance-based bonus/variable pay
- Equity (for eligible roles) in a high-growth public company
- A flexible, employee-led remote model
- A professional development stipend
- Comprehensive health and parental leave plans
- Flexible working model that caters to the diverse needs of our teams
- Offices are open for those who prefer to work in-person
- Support remote work where it aligns with our operational requirements
- Reasonable accommodations throughout the recruiting process for qualified persons with disabilities
Company Overview