Senior Finance Program Manager

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

📋 Description

• Take full ownership of priority customer escalations from start to finish, which includes triage, action planning, cross-functional coordination, risk management, and providing real-time status updates to both customers and executive stakeholders.

• Act as the sole point of contact for complex escalations involving Sales, Finance, Support, Customer Success, Product, Engineering, and other partner teams.

• Generate post-mortems and executive summaries; monitor resolution progress, commitments, and follow-up actions until closure.

• Examine escalation trends and quantify their business impact to pinpoint and prioritize improvements in processes, products, and workflows.

• Lead cross-functional initiatives aimed at enhancing customer experience through standardized escalation workflows, service-level expectations, tools, reporting, and dashboards.

• Mentor frontline teams on preventing escalations, de-escalating issues, communicating with customers, and managing escalation processes.

• Decrease mean time to resolution for high-severity escalations.

• Enhance post-escalation customer satisfaction (CSAT) and Net Promoter Score (NPS).

• Ensure systemic issues are permanently resolved within 90 days.

• Maintain consistent adherence to service level agreements (SLAs) and ensure audit-ready escalation documentation.

• Promote stakeholder accountability and ensure completion of escalation commitments.

• Advocate for Samsara’s cultural principles as the company expands globally and opens new offices.

⛳️ Requirements

• A minimum of 4 years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or a similar role, with direct responsibility for high-severity escalations.

• Proven track record of leading cross-functional process improvement initiatives from problem identification through to implementation and adoption.

• Strong structured problem-solving abilities and capacity to leverage data for decision-making, impact quantification, and work prioritization.

• Excellent program and project management skills, including the ability to manage multiple workstreams, dependencies, and stakeholders in time-sensitive environments.

• Outstanding written and verbal communication skills, capable of synthesizing complex scenarios into clear updates and recommendations for executive-level audiences.

• Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience.

• Experience in a SaaS, technology, or other complex customer operations environment.

• Familiarity with creating or enhancing escalation playbooks, SLAs, operating rhythms, dashboards, or audit-ready documentation.

• Background in coaching customer-facing teams on conflict resolution, de-escalation, and prevention strategies.

• PMP, ITIL, Six Sigma, or similar program, incident, or process management certification is preferred.

🏝️ Benefits

• Initial RSU grant with no vesting cliff.

• Continuous refresh equity opportunities based on performance.

• Performance-based bonus or variable pay.

• Equity options for eligible positions.

• Flexible, employee-led remote work model.

• Professional development stipend.

• Comprehensive health plans.

• Parental leave options.

• Competitive total compensation opportunities above market rates.

• Office spaces available for employees who prefer in-person work.

• Reasonable accommodations provided throughout the recruitment process.