Job Description
The role involves managing and optimizing Samsara's AI self-service platforms, including chatbots and voice AI, to enhance customer support efficiency, accuracy, and satisfaction through continuous improvement and cross-team collaboration.
Key Responsibilities
- 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 identify insights and drive improvements.
- Optimize AI systems by refining prompts, enhancing conversational design, and improving customer support flows.
- Collaborate with cross-functional teams, including SMEs, vendors, and internal AI groups, to close content gaps and scale platform capabilities.
- Advance AI self-service strategy through innovation and alignment with business goals, customer needs, and industry trends.
Requirements
- Minimum of 8 years of experience in Support Operations, Knowledge Management, or AI Automation platform management.
- Bachelor's degree in Business, Information Systems, or a related field.
- Experience working directly with conversational AI technologies such as chatbots or voice AI.
- Conversational design prompt engineering background.
- 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
Flexible working model supporting remote, hybrid, or in-office work
Ready to Apply?
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