Project 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'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.

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.
- **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.

**In this role, you will**:

- **Lead the planning, execution, and successful delivery** of customer support-focused projects, including new tool implementations, process improvements, and service enhancements.
- **Collaborate closely with customer support leadership, agents, and cross-functional teams** to define project scope, gather requirements, and ensure project deliverables meet the evolving needs of the Global Customer Support organization.
- **Develop and maintain comprehensive project plans, schedules, and project deliverables**, proactively identifying and mitigating risks and issues that could impact project timelines or outcomes.
- **Facilitate effective communication and stakeholder management**, providing regular project status updates, escalating critical decisions, and fostering a collaborative environment to drive project success.
- **Drive operational improvement initiatives** by identifying inefficiencies, reducing waste, and optimizing business processes.
- **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**:

- Bachelor's degree from a 4-year institution
- 5+ years of project 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
- PMP certification
- Experience with B2B hardware and SaaS products
- Experience in a global Customer Support, Success, or Operations organization
- Proven track record of building trust delivering results that demonstratively improve the customer experience
- Adaptability, fl