CX Strategy Manager, AI Transformation

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Propel Samsara’s mission to provide an exceptional end-to-end customer experience through a focus on AI innovation.

• Report directly to the Head of CX Strategy and collaborate with various leaders throughout the organization.

• Establish customer listening frameworks and spearhead Voice of Customer initiatives.

• Leverage AI to generate ongoing, real-time insights into customer sentiment.

• Collaborate with Support, Customer Success, Sales, and other stakeholders to identify and prioritize AI opportunities.

• Quickly prototype AI-driven solutions utilizing LLMs, prompt-based workflows, agent frameworks, and low-code/no-code automation platforms.

• Refine prototypes based on feedback from pilot groups.

• Work with Engineering to transition validated prototypes into production-ready solutions.

• Document requirements, outline data and integration needs, and ensure compliance with data security standards.

• Assess productivity, efficiency, or ROI following the launch.

• Monitor AI trends, technologies, and best practices in customer intelligence.

• Advocate for Samsara’s cultural principles while expanding globally.

⛳️ Requirements

• 5+ years of experience in operations, business analysis, process improvement, product operations, or a similar hybrid builder/operator role.

• Practical experience in utilizing AI tools, including prompt engineering, LLM-based workflows, agent frameworks, or low-code/no-code automation platforms.

• Strong skills in workflow and process analysis.

• Capability to quickly prototype with incomplete requirements and iterate based on feedback.

• Ability to convert business challenges into actionable AI use cases and articulate clear engineering requirements.

• Excellent stakeholder management and communication abilities.

• Proficiency in training and driving adoption among non-technical users.

• Competence in managing multiple projects concurrently in a dynamic environment.

• Willingness to travel to customer sites once a quarter, for 1–2 days per trip.

• Basic proficiency in Python/scripting.

• Experience with API integrations.

• Understanding of data governance or AI security considerations.

• Familiarity with customer insight, experiment management, or Voice of Customer programs.

• Background in statistical analysis, churn models, or predictive models derived from customer experience data.

• Legal authorization to work at Samsara and in the designated work location.

🏝️ Benefits

• Performance-based bonus/variable pay.

• Equity opportunities for eligible roles.

• Flexible, employee-driven remote work model.

• Professional development stipend.

• Comprehensive health insurance plans.

• Parental leave options.

• Flexible working arrangements.

• In-person office availability.

• Commitment to equal opportunity and reasonable accommodations.