Program Manager - Finance
Samsara
CloudIoTPMP
Salary
💰 CA$97,070 - CA$125,620 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudIoTPMP
About the role
- Single-threaded owner for most complex customer escalations (~70% of time).
- 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 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 and drive stakeholder alignment.
- Lead projects to eliminate root causes, streamline workflows, and scale customer-facing processes.
- Success metrics include MTTR for high-severity cases, post-escalation CSAT/NPS, percent of 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.
