Sr. Manager, Business Operations

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.

What you will do

• 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

• 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 building and owning complex operating or financial models (headcount, capacity, and cost) that senior leaders make decisions from.
• Experience owning a recurring executive business review cadence (e.g., MBR/QBR) end to end, including metric definitions, narrative, and follow-through.
• Demonstrated ability to build executive-level presentations and strategic communications that convey a clear, compelling narrative.
• Strong analytical skills with the ability to independently source, interpret, and synthesize large and imperfect datasets to support decision-making, including familiarity with data tools (e.g., Tableau, Looker, SQL, Databricks) for self-serve analytics.
• Comfort and previous experience using AI tools for analysis, modeling, content generation, and workflow automation.
• Experience working cross-functionally and influencing senior stakeholders without direct authority.
• High degree of independence and intellectual curiosity: able to take a loosely defined problem and return with structured, rigorous thinking and actionable recommendations.

Ideal candidate also has

• Experience in or with a customer support, technical support, or service delivery organization operating at scale across multiple sites and a vendor/BPO mix.
• Background in management consulting, investment banking, corporate strategy, or strategic finance at a high-growth technology company.
• Working knowledge of workforce management concepts — volume forecasting, AHT, shrinkage, occupancy, adherence, and capacity to serve.
• Hands-on experience applying AI and agentic tooling to planning, reporting, or operational workflows, and a point of view on where it does and does not belong.
• Track record of building operational programs, planning processes, or reporting systems from the ground up.
• Experience managing cost-to-serve levers and vendor spend, including cost tracking and governance for SaaS or AI usage.

Pay

Annual base salary range: $119,000—$180,000 USD. Base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.