Sr. Manager, Support Readiness & Quality Insights

About the role

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, and Equipment Monitoring. 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. Samsara is looking for a senior people leader to own the full lifecycle of support readiness and quality intelligence for our Global Customer Support organization. This role sits at the intersection of learning, delivery, and quality - responsible for making sure agents are prepared to perform, and that we have the systems in place to measure and continuously raise the bar on what "good" looks like. You'll be joining a team that is actively mid-transformation toward an AI-native operating model. In this role, you'll be expected to drive your team's AI fluency, make informed decisions about AI tooling, and rebuild how both the Delivery and Quality Intelligence functions operate in an environment where AI is doing more of the transactional work and humans are focused on judgment, coaching, and insight generation. You'll lead two consolidated teams: a Delivery team spanning Training, Instructional Design, and Program Coordination, and a Quality Intelligence team responsible for audit operations, AI-augmented review, and insight generation. The ideal candidate has a proven track record of building and integrating multi-functional teams, and can operate fluidly across Sales, Operations, Product, and Leadership stakeholders to connect program outcomes to business results. This is a role for someone who brings both operational depth and strategic range - someone who can shape the long-term vision while staying close enough to execution to remove blockers and develop talent. This role reports to the Director of Support Readiness & Intelligence, and partners closely with Support Operations, Workforce Management, and cross-functional stakeholders across the support org. This is a remote role open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area. In This Role, You Will Lead AI-Native Transformation Own the team's shift to an agentic operating model across both Delivery and Quality Intelligence. This means establishing workflows that leverage AI tools to scale capacity and improve output quality.. Own Support Readiness Delivery Lead the design and delivery of onboarding, upskill, and continuous learning programs across all support tiers and channels. Ensure content is built for skill retention and that programs translate into measurable performance outcomes. Drive Quality Intelligence Operations Lead a team of QA analysts focused on audit execution, model validation, and trend identification. Work in close partnership with the QI strategy function to translate findings into actionable coaching signals and enablement content. Develop a Coaching & Feedback Infrastructure Build the QA-to-coaching routing, calibration cadence, and feedback frameworks. Partner with Enablement to keep tools and QA signals aligned with the broader development strategy. Drive Cross-Functional Alignment Serve as the connective tissue between learning outcomes, quality signals, and business priorities and bring a point of view to leadership conversations, not just data. Measure What Matters Own the KPI framework across both teams and translate program activity into business impact ie: AHT reduction, CSAT improvement, time-to-proficiency, and audit coverage. Champion Samsara's Cultural Principles Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team. Minimum Requirements 13+ years of related professional experience, with at least 5 years in a people management role leading multi-functional teams Demonstrated experience leading teams through technology or operational transformation, with a working knowledge of how AI tools are reshaping support and enablement functions Demonstrated experience partnering across functions including operations, product, or go-to-market to align program strategy to business priorities Strong program management skills including cross-func

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