Sr. Manager, Business Operations

About this role

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

About the role:

The Sr. Business Operations Manager is a strategic partner to the leadership of Samsara’s Global Support organization, driving operational excellence and enabling data-informed decision-making at scale. This role sits at the intersection of strategy and execution, supporting senior leadership with the insights, communications, and operational frameworks needed to run and grow the business effectively.

This role owns the annual operating plan and the operating cadence that measures performance against it. On the planning side, you will own the capacity, headcount, and cost model that connects support volume, productivity, AI deflection, and staffing assumptions into a defensible operating plan — and act as the connective tissue between Support leadership, Workforce Management, and Finance. On the business operations side, you will own the reporting and business review cadence for Customer Support, turning a wide set of operational metrics into a clear narrative about what is happening, why, and what leadership should do about it.

This is a high-autonomy role for a builder. You will take ambiguous, loosely scoped problems: a cost target, a capacity gap, an unexplained trend, and return with structured analysis, a defensible model, and a recommendation leaders can act on. You will operate credibly with senior stakeholders across Support, Finance, and People, influence without direct authority, and use modern AI tools every day to work at a level of speed and rigor that would not otherwise be possible. Success in this role looks like leaders making better decisions faster, with a plan and a set of numbers everyone trusts.

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-calibre team that will encourage you to do your best.

In this role, you will:

• Own the annual operating plan (AOP) for the Support organization end to end: building and maintaining the capacity, headcount, and cost model that translates volume forecasts, productivity, AI deflection, and staffing assumptions into a defensible operating plan and budget.

• Model and pressure-test the strategic levers available to the business: headcount and vendor/BPO mix, cost to serve, deflection and automation impact, service level and coverage tradeoffs — and bring leadership clear recommendations with quantified impact and stated assumptions.

• Own the Customer Support business review cadence (monthly and quarterly reviews) end to end: metric definition and data validation, executive narrative and insight, and follow-through on the decisions and actions that come out of it.

• Build and maintain the reporting frameworks and metric definitions leaders run the business on — productivity, cost to serve, CSAT, time to resolution, deflection — and make them self-serve so managers can answer their own questions.

• Partner with Support leaders on the operating programs that turn plan into behavior, including productivity and incentive program design, capacity allocation, and operational improvement initiatives that measurably improve efficiency and customer experience.

• Leverage AI tools (e.g., Claude) and self-service data capabilities on a day-to-day basis to accelerate modeling, analysis, narrative generation, and reporting — and raise the bar for how the broader operations team applies them.

• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

Minimum requirements for the role:

• 10+ years of experience in business operations, strategic finance/FP&A, management consulting, strategy, or a related field.

• Bachelor’s degree from a 4-year accredited university.

• Experience owning an annual operating plan, capacity plan, or equivalent multi-quarter planning process for a large organization or function.

• Demonstrated experience buildi

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