Business Operations Manager, Technical Support Ops

About This RoleAI processing…

Key Responsibilities

• 1
  Partner with Technical Support leadership to develop strategic narratives and executive-ready presentations that communicate business performance, key priorities, and operational outcomes.
• 2
  Build and maintain reporting frameworks that track core business metrics—such as CSAT, time to resolution, and cost to serve—and synthesize findings into actionable insights for senior leadership.
• 3
  Translate complex data and operational trends into clear, compelling stories that inform strategic decisions and drive alignment across the organization.
• 4
  Drive cross-functional collaboration across Technical Support, Product, R&D, Sales, and Business Technology teams to align on priorities and execute on key initiatives.
• 5
  Lead and manage special projects and operational improvement efforts that enhance efficiency and customer experience within the Technical Support ecosystem.
• 6
  Leverage AI tools (e.g., Claude, ChatGPT) and self-service data capabilities on a day-to-day basis to accelerate analysis, content generation, and workflow automation.
• 7
  Own and operationalize AI governance across the support organization — tracking tools, skills, and use cases being built across teams, establishing versioning standards, and ensuring best practices are shared rather than siloed
• 8
  Identify and close information gaps through independent research, data exploration, and rigorous synthesis — returning with something richer than the original ask
• 9
  Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

Requirements

• 8+ years of experience in business operations, management consulting, strategy, or a related field.
• Bachelor’s degree from a 4-year accredited university.
• Demonstrated ability to build executive-level presentations and strategic communications that convey a clear, compelling narrative.
• Strong analytical skills with the ability to independently source, interpret, and synthesize data to support decision-making.
• Comfort and previous experience using AI tools for analysis, content generation, and workflow automation.
• Experience working cross-functionally and influencing stakeholders without direct authority.
• High degree of independence and intellectual curiosity — able to take a loosely defined problem and return with structured, rigorous thinking and actionable recommendations.

Perks & Benefits