Who we are
Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.
Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.
About the Role:
The Senior Escalations Program Manager is the single-threaded owner for our most complex customer escalations (~70% of time). They coordinate cross-functional resources, manage executive-level communications, and ensure rapid, high-quality resolution. Leveraging insights from these cases, the role spends the remaining 30 % leading projects that eliminate root causes, streamline workflows, and scale customer-facing processes.
This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.
You should apply if:
- You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
- You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
- You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
- You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.
In this role, you will:
- Own P1/P2 escalations end-to-end—triage, action plans, and real-time status updates to customers and execs.
- Deliver crisp post-mortems and executive summaries; track MTTR, CSAT, and follow-up actions.
- Analyze escalation themes, quantify business impact, and prioritize process-improvement opportunities.
Lead cross-functional initiatives to standardize escalation workflows, SLAs, tools, and dashboards. - Coach frontline teams on prevention and de-escalation best practices.
Drive stakeholder alignment and accountability for commitments arising from escalations.
Success Metrics:
- Mean Time to Resolution (MTTR) for high-severity cases.
- Post-escalation CSAT/NPS.
- % systemic issues permanently fixed within 90 days.
- SLA adherence and audit-ready documentation.
Minimum requirements for the role:
- 4+ years in Customer Success, Support Ops, Trust & Safety, or similar, owning high-severity escalations.
- Track record of leading cross-functional process-improvement projects.
- Structured problem-solver; data-driven decision-making.
- Strong program/project management chops (PMP, ITIL, Six Sigma a plus).
- Executive-level written & verbal communication and stakeholder influence.
- Bachelor’s in Business, Ops, Engineering, or related field.
An ideal candidate also has:
- Customer-obsession & empathy.
- Analytical rigor & storytelling.
- Conflict resolution & stakeholder management.
- Bias for action & ownership.
- Continuous-improvement mindset.
At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.
Benefits
Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.
Accommodations
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email protected] or click here if you require any reasonable accommodations throughout the recruiting process.
Flexible Working
At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
Fraudulent Employment Offers
Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.
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