Director, Support Operations
SamsaraPosted June 5, 2025
Location not specified
$149k - $239k
Full Time
Job Description
The role involves leading and managing Samsara's global Support Operations, focusing on performance management, workforce planning, and strategic initiatives to enhance customer experience, efficiency, and business growth.
Responsibilities
- •Lead global Support Business Operations, including Core Ops, Data BI, and Workforce Management
- •Own operating rhythms such as OKRs, KPI reviews, and headcount budget planning
- •Ensure operational excellence through performance tracking, customer experience improvements, and efficiency initiatives
- •Scale workforce planning with technology and operations to meet SLA and staffing goals
- •Build and maintain dashboards and data infrastructure for insights and decision-making
- •Lead strategic initiatives to enhance customer experience, improve productivity, reduce costs, and drive business transformation
- •Drive cross-functional partnerships with Support, Finance, Success, and Product teams to align strategy and priorities
- •Manage and develop a high-performing, globally distributed team
Requirements
- •10 years of experience in business operations, strategy, and analytics within post-Sales organizations including Support, Customer Experience, or Success.
- •5 years of experience leading cross-functional teams in business operations, analytics, and or workforce management.
- •Proven ability to build and develop leadership talent, define team structures, and drive organizational performance.
- •Demonstrated success owning operating cadences including OKRs, KPI reviews, headcount planning, and budget alignment.
- •Proven ability to define performance goals, lead strategic initiatives, and scale operational frameworks across global teams.
- •Experience leading data and analytics teams to generate actionable insights and support strategic decision-making.
- •Deep understanding of workforce planning, including forecasting and capacity modeling.
- •Strong executive presence communication skills, with the ability to influence senior stakeholders and drive cross-functional alignment.
- •Experience scaling post-Sales operations in a high-growth environment, ideally across multiple segments or geographies.
- •Familiarity with Support tech stacks such as CRM, ticketing, WFM, and platforms.
- •Hands-on experience with BI tools like Databicks and Tableau.
Benefits
- •Competitive total compensation package
- •Employee-led remote and flexible working
- •Health benefits
- •Samsara for Good charity fund
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