AI Self-Service Program Manager

Описание вакансии

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.

This is a high-impact role where you’ll turn AI vision into measurable results, increasing containment, improving customer satisfaction, and reducing case volume. You’ll own performance insights, refine agent operating procedures, and collaborate with vendors, subject matter experts, and internal teams to continuously elevate our self-serve capabilities.

This is a remote position open to candidates residing in Mexico. Relocation assistance will not be provided.

You should apply if:

• 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.

An ideal candidate also has:

• 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.

Total Rewards

At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.

Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.

Flexible Working

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Belonging at Samsara

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.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.

Our Commitment to Authenticity

We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. Please see Samsara’s Candidate Privacy Notice for more information.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our blog post here.