Job Description
The AI Self-Serve Program Manager at Samsara is responsible for leading and optimizing the company's Chatbot and Voice AI platforms to enhance customer support, improve operational efficiency, and drive innovation through data-driven insights and cross-functional collaboration.
Key Responsibilities
- Manage daily operations of Samsara's AI self-service platforms, including Chatbot and Voice AI, ensuring reliability, speed, and performance.
- Track, analyze, and report on key metrics such as containment, deflection, accuracy, and customer satisfaction to identify areas for improvement.
- Refine conversational prompts, enhance conversational design, and improve customer flows to optimize AI intelligence and integrations.
- Collaborate with subject matter experts, technical documentation teams, vendors, and internal AI groups to address content gaps and scale platform capabilities.
- Drive AI self-service strategy through innovation, aligning with business goals, customer needs, and industry trends.
Requirements
- 8 years in Support Operations, Knowledge Management, or AI Automation platform management.
- Bachelor's degree in Business, Information Systems, or a related field.
- 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.
- Deep understanding of AI-driven self-service and automation, with hands-on experience optimizing chatbots, voice AI, or other conversational platforms.
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Inclusive work environment with accommodations for persons with disabilities
Opportunities for career development and growth
Support for remote work or hybrid work models
Ready to Apply?
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