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Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform enabling organizations in physical operations—agriculture, construction, field services, transportation, and manufacturing—to harness IoT data for actionable insights and operational improvement. The company helps digitize industries representing over 40% of global GDP.
As Business Operations Manager for Technical Support Operations, you will be a strategic partner embedded within the Technical Support organization, 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 insights, communications, and operational frameworks needed to run and grow the business effectively.
Key responsibilities include:
- Partner with Technical Support leadership to develop strategic narratives and executive-ready presentations communicating business performance, priorities, and operational outcomes
- Build and maintain reporting frameworks tracking core metrics (CSAT, time to resolution, cost to serve) and synthesize findings into actionable insights
- Translate complex data and operational trends into clear, compelling stories informing strategic decisions and driving organizational alignment
- Drive cross-functional collaboration across Technical Support, Product, R&D, Sales, and Business Technology teams
- Lead special projects and operational improvement initiatives enhancing efficiency and customer experience
- Leverage AI tools (Claude, ChatGPT) daily to accelerate analysis, content generation, and workflow automation
- Own and operationalize AI governance across the support organization—tracking tools, skills, and use cases; establishing versioning standards; ensuring best practices are shared
- Identify and close information gaps through independent research, data exploration, and rigorous synthesis
- Champion 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)
The ideal candidate is a sharp, highly independent thinker who can take ambiguous challenges and return with structured analysis, compelling narratives, and clear recommendations. Strong executive communication skills, big-picture thinking, and ability to influence cross-functional stakeholders are essential. This is a remote position open to candidates residing in Canada; relocation assistance will not be provided.
