Business Operations Manager – Technical Support Ops

This is a fully remote position, open to applicants in Canada.

📋 Description

• Collaborate with Technical Support leadership to create strategic narratives and executive-level presentations that effectively communicate business performance, key priorities, and operational results.

• Develop and maintain reporting frameworks that monitor essential business metrics—such as CSAT, time to resolution, and cost to serve—and transform findings into actionable insights for senior leadership.

• Convert complex data and operational trends into clear and engaging narratives that guide strategic decisions and foster alignment throughout the organization.

• Facilitate cross-functional collaboration among Technical Support, Product, R&D, Sales, and Business Technology teams to align on priorities and implement key initiatives.

• Oversee and lead special projects and operational enhancement efforts that improve efficiency and customer experience within the Technical Support ecosystem.

• Utilize AI tools (e.g., Claude, ChatGPT) and self-service data capabilities daily to expedite analysis, content creation, and workflow automation.

• Take ownership of AI governance across the support organization—monitoring tools, skills, and use cases developed by teams, establishing versioning standards, and ensuring best practices are disseminated rather than isolated.

• Identify and address information gaps through independent research, data exploration, and thorough synthesis—delivering insights that exceed the original request.

• Advocate for, exemplify, and integrate 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 expand globally and into new offices.

⛳️ Requirements

• 8+ years of experience in business operations, management consulting, strategy, or a related field.

• Bachelor’s degree from a 4-year accredited university.

• Proven ability to create executive-level presentations and strategic communications that deliver a clear and compelling narrative.

• Strong analytical skills with the capability to independently source, interpret, and synthesize data to facilitate decision-making.

• Familiarity and prior experience with AI tools for analysis, content generation, and workflow automation.

• Experience in cross-functional collaboration and influencing stakeholders without direct authority.

• High level of independence and intellectual curiosity—capable of taking a loosely defined problem and returning with structured, rigorous thinking and actionable recommendations.

🏝️ Benefits

• Flexible working model

• Professional development stipend

• Comprehensive health and parental leave plans