Support Quality Manager

**Who we are**Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations.At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy.Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.Working at Samsara means you'll help define the future of physical operations and be on a team that's shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility.As part of a recently public company, you'll have the autonomy and support to make an impact as we build for the long term.**About the role**:Samsara is looking for an experienced Support Quality Manager to play a pivotal role in ensuring operational excellence across our Deal Support (Deal Execution + Deal Strategy) organization.The Support Quality Manager will partner with leadership to build, implement, and maintain a quality program that supports the accuracy, efficiency, and consistency of our deal lifecycle processes.You will be responsible for providing feedback and business intelligence to drive continuous improvement and mitigate risk.- **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 and countless opportunities to experiment and master your craft.- **You have an innate curiosity about how businesses work**: You will learn the ins and outs of complex sales processes and go-to-market operations, and you'll be energized by finding ways to make them more efficient.- **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-caliber team that will encourage you to do your best.- **You are a team player**: At Samsara, we help each other out by sharing best practices and focusing on winning as a team.**In this role, you will**:- **Process Auditing**: Observe and audit deal-related interactions and workflows across various internal systems to assess performance, adherence to policy, and identify trends- **Quality Assurance & Coaching**: Utilize best practices and a standardized rubric to ensure the highest standards of accuracy and service are being delivered.Design and support a coaching framework that enables managers to deliver impactful feedback to their teams- **Insight & Analysis**: Leverage Excel, Google Sheets, and similar tools to analyze quality data, track metrics, and derive actionable insights.Deliver data-driven recommendations on service and process quality to Deal Support leadership- **Program Support**: Support the Deal Support Quality Program through targeted auditing, designing agile monitoring forms to collect qualitative insights, and leading investigative projects that identify opportunities to improve behaviors, processes, and tools- **Collaboration**: Work collaboratively with cross-functional partners in Sales, Sales Operations, and Systems teams to improve processes and achieve consistent outcomes for quality initiatives- **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**Minimum requirements for the role**:- 3-5 years of experience in a quality assurance, process improvement, or operations role, with at least 2 years directly focused on executing quality programs- Demonstrated experience in designing and using quality assurance rubrics or scorecards to perform audits and provide structured feedback- Strong analytical skills with proficiency in root cause analysis, identifying error trends, and using data to tell a story about process performance- Excellent written and verbal communication skills, with an ability to deliver constructive feedback and present findings clearly to stakeholders- A meticulous attention to detail and a passion for continuous process improvement- Ability to work independently in a dynamic and fast-paced environment- Industry-standard quality or process improvement certifications (e.g., COPC, Six Sigma, ASQ)- Experience incorporating stakeholder feedback (like CSAT or