Samsara

Compensation

Full Description

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.