Program Manager

Join Samsara: Shape the Future of Physical Operations as a Senior Escalations Program Manager (Remote – Canada)

Are you passionate about solving complex problems, driving process improvements, and making a real-world impact? Samsara, a leader in the Connected Operations™ Cloud, is seeking a dynamic Senior Escalations Program Manager to join our team in Canada. In this remote role, you’ll be at the forefront of resolving our most critical customer escalations and leading initiatives to improve our customer-facing processes.

About Samsara: Innovating the Physical World

Samsara is revolutionizing industries that underpin our global economy. Our platform empowers organizations in sectors like agriculture, construction, transportation, and manufacturing to leverage IoT data for actionable insights, improving safety, efficiency, and sustainability. As a recently public company (NYSE: IOT), we offer a unique opportunity to contribute to long-term growth and innovation.

The Opportunity: Senior Escalations Program Manager

As a Senior Escalations Program Manager, you will be the driving force behind resolving our most complex customer issues. This role is a blend of hands-on escalation management (~70% of your time) and strategic process improvement (~30% of your time). You will coordinate cross-functional teams, manage executive-level communications, and identify opportunities to prevent future escalations.

What You’ll Do:

• Own and manage P1/P2 escalations end-to-end, from initial triage to resolution and post-mortem analysis.
• Communicate proactively with customers and executives, providing clear, concise updates and action plans.
• Analyze escalation trends, quantify the business impact, and prioritize process improvement projects.
• Lead cross-functional teams 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.

What Makes You a Great Fit:

You are a proactive, results-oriented individual with a passion for customer success and a knack for problem-solving. You possess strong communication and leadership skills, with the ability to influence stakeholders at all levels.

• 4+ years of experience in Customer Success, Support Ops, Trust & Safety, or a related field, with a focus on high-severity escalations.
• Proven track record of leading cross-functional process improvement projects.
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
• Excellent program/project management skills (PMP, ITIL, or Six Sigma certification is a plus).
• Exceptional written and verbal communication skills, with the ability to influence executive-level stakeholders.
• Bachelor’s degree in Business, Operations, Engineering, or a related field.

Bonus Points:

• Customer obsession and empathy.
• Analytical rigor and storytelling abilities.
• Conflict resolution and stakeholder management expertise.
• Bias for action and ownership.
• Continuous-improvement mindset.

Success Looks Like:

• Reduced Mean Time to Resolution (MTTR) for high-severity cases.
• Improved Post-escalation CSAT/NPS scores.
• Increased percentage of systemic issues permanently fixed within 90 days.
• Consistent SLA adherence and audit-ready documentation.

Why Join Samsara?

This is more than just a job; it’s an opportunity to make a significant impact on the industries that power our world. At Samsara, you’ll:

• Contribute to a mission-driven company that’s improving the safety, efficiency, and sustainability of physical operations.
• Have the autonomy and support to drive innovation and shape your career.
• Be part of a high-caliber team that values collaboration, growth, and continuous learning.

Compensation & Benefits:

The annual base salary range for this role is $97,070—$125,620 CAD, and is based on factors including your city of residence, job-related knowledge, skills, and experience. Samsara offers a comprehensive benefits package, including health benefits, flexible working options, and opportunities for professional development. Learn more at our Benefits site.

Inclusivity:

Samsara is committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds and provide accommodations throughout the recruiting process. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations.

Flexible Working:

We embrace flexible work arrangements to accommodate diverse needs. While this position is remote within Canada, certain roles may require proximity to our offices. All employment offers are contingent upon maintaining the legal right to work in the specified location.

Apply Today!

If you’re a passionate and driven professional ready to make a difference, we encourage you to apply for the Senior Escalations Program Manager position at Samsara. Help us shape the future of physical operations!