Program Manager, Finance
Samsara
CloudIoTPMP
Salary
💰 $83,003 - $125,550 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudIoTPMP
About the role
- Senior Escalations Program Manager single-threaded owner for most complex customer escalations (~70% of time)
- Coordinate cross-functional resources, manage executive-level communications, ensure rapid high-quality resolution
- Spend ~30% leading projects to eliminate root causes, streamline workflows, and scale customer-facing processes
- Own P1/P2 escalations end-to-end—triage, action plans, and real-time status updates to customers and execs
- Deliver post-mortems and executive summaries; track MTTR, CSAT, and follow-up actions
- Analyze escalation themes, quantify business impact, and lead initiatives to standardize workflows, SLAs, tools, and dashboards
- Coach frontline teams on prevention and de-escalation best practices; drive stakeholder alignment and accountability
- Success metrics include MTTR, post-escalation CSAT/NPS, % systemic issues fixed within 90 days, and SLA adherence
Requirements
- 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
- Customer-obsession & empathy
- Analytical rigor & storytelling
- Conflict resolution & stakeholder management
- Bias for action & ownership
- Continuous-improvement mindset
