Sr. Support Product Manager, Tooling and Ops

About the role

This position focuses on enhancing the tools that empower our customer support teams. You will be instrumental in shaping the strategy and execution of products that directly influence customer satisfaction and operational efficiency. Your work will involve solving complex challenges and guiding the future direction of our sales technology.

Key facts

What you'll do

• Take full ownership of the success of assigned tools within Samsara's revenue-generating systems.
• Govern operational key performance indicators and the business process changes introduced with each product release.
• Conduct thorough user research to identify, document, and anticipate customer support challenges and future needs for go-to-market tools.
• Create detailed product requirement documents and design specifications, ensuring alignment with business objectives and automated workflows.
• Manage feature development, conduct rigorous usability testing, and collaborate with various internal teams including Support Operations, Go-to-Market Strategy, Finance, Sales Operations, and AI + Data Analytics.
• Oversee all aspects of product launches, including managing changes, developing enablement programs, and creating documentation for smooth adoption by field teams.
• Monitor product performance and adoption through ongoing operations, tracking key metrics to measure business impact and inform future roadmap decisions.
• Act as a champion for Samsara's cultural principles, modeling and embedding them as the company expands globally.

Requirements

• 5-8 years of experience with customer support tools in a dynamic Software-as-a-Service environment.
• A Bachelor's degree in a technical or business discipline, or equivalent practical work experience.
• Demonstrated experience managing AI support tools or platforms utilizing large language models (e.g., Decagon, Happy Robot, Intercom Fin, or similar).
• Proven expertise in go-to-market tooling, with a track record of delivering significant results across multiple products.
• Ability to translate intricate customer and business issues into clear requirements and actionable solutions.
• Experience using artificial intelligence to address high-impact business challenges.
• Strong analytical skills, including the ability to analyze large volumes of conversation logs to identify patterns and root causes of technical issues.

Nice to have

• Experience with Salesforce as a CRM platform.
• Familiarity with data visualization tools like Tableau.

Skills & tools

• AI support tools
• LLM-based platforms
• Go-to-market tooling
• Product Requirements Documents (PRDs)
• Wireframing
• User research
• Data analysis
• Salesforce (nice to have)
• Tableau (nice to have)

Practical notes

• Annual Base Salary: $115,430 - $174,600 USD.
• Total compensation includes base salary, performance-based bonus/variable pay, and equity for eligible roles.
• Benefits include a professional development stipend, comprehensive health and parental leave plans.
• Remote work model.
• All offers are contingent upon the candidate's ability to secure and maintain the legal right to work in the US.