Senior Manager, Business Operations

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

📋 Description

• Act as a strategic collaborator with the leadership of Samsara’s Global Support organization.

• Promote operational excellence and facilitate data-driven decision-making on a large scale.

• Take full ownership of the annual operating plan for the Support organization from start to finish.

• Develop and uphold capacity, headcount, and cost models by utilizing volume forecasts, productivity metrics, AI deflection, and staffing assumptions.

• Analyze and validate headcount, vendor/BPO mix, cost-to-serve, deflection, automation, service-level, and coverage trade-offs.

• Manage the monthly and quarterly Customer Support business review process.

• Establish and confirm metrics, create executive narratives, and ensure follow-through on decisions and actions.

• Create reporting frameworks and define self-service metrics for productivity, cost to serve, CSAT, time to resolution, and deflection.

• Collaborate with Support leaders on productivity and incentive programs, capacity distribution, and operational enhancement initiatives.

• Leverage AI tools such as Claude and self-service data capacities for modeling, analysis, narrative generation, and reporting.

• Advocate for and integrate Samsara’s cultural principles while expanding globally and into new offices.

⛳️ Requirements

• Over 10 years of experience in business operations, strategic finance/FP&A, management consulting, strategy, or a related discipline.

• Bachelor’s degree from an accredited four-year university.

• Proven experience managing an annual operating plan, capacity plan, or similar multi-quarter planning process for a large organization or functional area.

• Demonstrated ability to build and manage complex operating or financial models that encompass headcount, capacity, and cost.

• Proven track record of overseeing a recurring executive business review cadence from start to finish, including metric definitions, narrative construction, and follow-through.

• Capable of creating executive-level presentations and strategic communications.

• Strong analytical abilities with a talent for interpreting and synthesizing extensive and imperfect datasets.

• Familiarity with tools such as Tableau, Looker, SQL, or Databricks for self-service analytics.

• Experience utilizing AI tools for analysis, modeling, content generation, and workflow automation.

• Skilled in working cross-functionally and influencing senior stakeholders without direct authority.

• High level of independence and intellectual curiosity.

• Candidates must be located in the US, excluding the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

• Must possess the legal right to work at Samsara and in the specified work location.

🏝️ Benefits

• Performance-based bonus or variable pay.

• Equity opportunities for eligible positions.

• Flexible, employee-led remote working model.

• Professional development stipend available.

• Comprehensive health insurance plans.

• Parental leave policies.

• Above-market total compensation package.

• Flexible working arrangements.

• Offices available for employees who prefer an in-person work environment.