Ai Self-service Program 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, and Equipment Monitoring. 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**:We're looking for an AI Self-Serve Program Manager to supercharge Samsara's AI-powered customer experience. You'll lead our Chatbot and Voice AI platforms, driving innovation that makes support faster, smarter, and more seamless than ever.- **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 daily operations** of Samsara's AI self-service platforms (Chatbot and Voice AI) to ensure reliability, speed, and performance.- **Track and analyze key metrics** such as containment, deflection, accuracy, and CSAT to uncover insights and drive improvement.- **Optimize AI intelligence and integrations** by refining prompts, enhancing conversational design, improving customer flows, and expanding connections across systems for seamless support.- **Collaborate across teams** including SMEs, Tech Docs, vendors, and internal AI groups to close content gaps and scale platform capabilities.- **Advance AI self-service strategy** through innovation and continuous alignment with business goals, customer needs, and emerging industry trends.**Minimum requirements for the role**:- 8+ years in Support Operations, Knowledge Management, or AI/Automation platform management.- Bachelor's degree in Business, Information Systems, or a related field (Master's preferred).- Conversational design / prompt engineering background- Experience working directly with conversational AI technologies such as chatbots or voice AI.- Strong analytical and problem-solving skills with a data-driven mindset.- Proven success collaborating across technical and non-technical teams.- Skilled in project and vendor management.- Excellent communication and storytelling skills with a focus on customer experience.- Strategic mindset with a builder mentality who thrives on scaling systems, processes, and technology to deliver measurable business impact.- Deep understanding of AI-driven self-service and automation, with hands-on experience optimizing chatbots, voice AI, or other conversational platforms.- Collaborative leader and communicator who can align cross-functional teams, vendors, and stakeholders around a shared vision for customer experience innovation.At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.** Benefits**Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more. Take a look at our Benefits site to learn more.** Accommodations**** Flexible Working**At Samsara, we embrace a flexible working model th