Sr. Manager, Support Readiness & Quality Insights
WFA Digital Insight
As the demand for skilled support professionals grows, with a 25% increase in job postings over the past year, Samsara stands out for its commitment to innovation and customer satisfaction. With the rise of AI in customer support, candidates with expertise in AI tooling and quality intelligence are in high demand. This role offers a unique opportunity to shape the future of support operations at a pioneering company in the Connected Operations Cloud. Before applying, candidates should be aware of the rapidly evolving landscape of customer support and the need for strategic, forward-thinking leaders.
Job Description
About the Role
The Sr. Manager, Support Readiness and Quality Insights at Samsara is a pivotal role that oversees the full lifecycle of support readiness and quality intelligence for the Global Customer Support organization. This position sits at the intersection of learning, delivery, and quality, ensuring that support agents are prepared to perform and that the systems are in place to measure and continuously raise the bar on performance. As part of a recently public company, this role offers the autonomy and support to make a significant impact as Samsara builds for the long term.The support operations at Samsara are undergoing a transformation towards an AI-native operating model. This shift requires a leader who can drive the team's AI fluency, make informed decisions about AI tooling, and rebuild how both the Delivery and Quality Intelligence functions operate in an environment where AI is doing more of the transactional work and humans are focused on judgment, coaching, and insight generation.
What You Will Do
- Lead the shift to an AI-native operating model across both Delivery and Quality Intelligence teams
- Own the design and delivery of onboarding, upskill, and continuous learning programs across all support tiers and channels
- Ensure content is built for skill retention and that programs translate into measurable performance outcomes
- Drive Quality Intelligence Operations by leading a team of QA analysts focused on audit execution, model validation, and trend identification
- Work in close partnership with the QI strategy function to translate findings into actionable coaching signals and enablement content
- Develop a Coaching & Feedback Infrastructure including QA-to-coaching routing, calibration cadence, and feedback frameworks
- Partner with Enablement to keep tools and QA signals aligned with the broader development strategy
- Drive cross-functional alignment serving as the connective tissue between learning outcomes and business results
What We Are Looking For
- Proven track record of building and integrating multi-functional teams
- Operational depth and strategic range to shape long-term vision and execute
- Ability to operate fluidly across Sales, Operations, Product, and Leadership stakeholders
- Experience in connecting program outcomes to business results
- Strong leadership skills with the ability to develop talent
- Excellent communication and collaboration skills
- Ability to work in a fast-paced, dynamic environment
- Experience with AI tooling and quality intelligence
- Proficiency in Excel
Nice to Have
- Experience in the Connected Operations Cloud or similar industry
- Knowledge of customer support operations and best practices
- Familiarity with training and development programs for support teams
- Certification in a related field, such as project management or quality assurance
Benefits and Perks
- Remote work arrangement with flexibility to work from anywhere in the United States, except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area
- Opportunity to work with a pioneering company in the Connected Operations Cloud
- Collaborative and dynamic work environment
- Professional development opportunities to grow your skills and career
- Access to the latest tools and technologies in customer support and AI
- Competitive compensation and benefits package
- Recognition and reward for outstanding performance
How to Stand Out
- Ensure you have a strong understanding of AI tooling and its applications in customer support before applying.
- Develop a portfolio that showcases your experience in leading support teams and driving quality intelligence operations.
- Familiarize yourself with Samsara's products and services to demonstrate your interest and knowledge during the interview process.
- Be prepared to discuss your experience with cross-functional alignment and how you can drive business results through support operations.
- Highlight any certifications or training you've received in related fields, such as project management or quality assurance.
- Research the company culture and values to ensure alignment with your own professional goals and values.
- Prepare examples of how you've handled complex support issues and how you've improved support operations in previous roles.
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.