Job Description
The Project Manager will lead and coordinate strategic projects within Samsara's Customer Support organization, focusing on process improvements, technology implementations, and operational efficiencies to enhance customer experience and support team effectiveness.
Key Responsibilities
- Lead the planning, execution, and delivery of customer support projects, including tool implementations and process improvements.
- Collaborate with support leadership and cross-functional teams to define project scope, gather requirements, and ensure deliverables meet organizational needs.
- Develop and maintain project plans, schedules, and risk mitigation strategies.
- Facilitate communication with stakeholders, provide project status updates, and escalate critical issues.
- Identify inefficiencies and drive operational improvements to enhance customer support processes.
Requirements
- Bachelor's degree from a 4-year institution
- 5 years of project management, management consulting, and/or business operations strategy experience
- Strong communication skills, including the ability to influence and lead complex projects with a wide variety of stakeholders, such as executives, Sales R&D leaders, and frontline managers
- Demonstrated ability to clearly translate business concepts and requirements to technology teams to deliver effective solutions
- Strong analytical, data-driven, problem-resolution, and decision-making skills
- Experience with B2B hardware and SaaS products
- Experience in a global Customer Support, Success, or Operations organization
- Proven track record of building trust and delivering results that demonstratively improve the customer experience
- Ability to develop and maintain comprehensive project plans, schedules, and project deliverables, proactively identifying and mitigating risks and issues that could impact project timelines or outcomes
- Ability to facilitate effective communication and stakeholder management, providing regular project status updates, escalating critical decisions, and fostering a collaborative environment to drive project success
- Ability to lead the planning, execution, and successful delivery of customer support-focused projects, including new tool implementations, process improvements, and service enhancements
- Ability to collaborate closely with customer support leadership, agents, and cross-functional teams to define project scope and gather requirements
- Ability to develop and maintain project plans, schedules, and deliverables
- Ability to identify inefficiencies, reduce waste, and optimize business processes to drive operational improvement initiatives
- Ability to influence and embed cultural principles such as Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team
- Willingness and ability to work in a role open to candidates based in Mexico
- PMP certification (preferred but not mandatory)
Benefits & Perks
Full time employees receive a competitive total compensation package
Employee-led remote and flexible working
Health benefits
Samsara for Good charity fund
Ready to Apply?
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