Sr. Manager, Support Readiness & Quality Insights

About the Role

Samsara is looking for a senior people leader to own the full lifecycle of support readiness and quality intelligence for our Global Customer Support organization. This role sits at the intersection of learning, delivery, and quality — responsible for making sure agents are prepared to perform, and that we have the systems in place to measure and continuously raise the bar on what “good” looks like.

You’ll be joining a team that is actively mid-transformation toward an AI-native operating model. In this role, you’ll be expected to drive your team’s AI fluency, make informed decisions about AI tooling, and rebuild how both the Delivery and Quality Intelligence functions operate in an environment where AI is doing more of the transactional work and humans are focused on judgment, coaching, and insight generation.

You’ll lead two consolidated teams: a Delivery team spanning Training, Instructional Design, and Program Coordination, and a Quality Intelligence team responsible for audit operations, AI-augmented review, and insight generation. The ideal candidate has a proven track record of building and integrating multi-functional teams, and can operate fluidly across Sales, Operations, Product, and Leadership stakeholders to connect program outcomes to business results. This is a role for someone who brings both operational depth and strategic range — someone who can shape the long-term vision while staying close enough to execution to remove blockers and develop talent.

This role reports to the Director of Support Readiness & Intelligence, and partners closely with Support Operations, Workforce Management, and cross-functional stakeholders across the support org.

This is a remote role open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

In This Role, You Will

Lead AI-Native Transformation

Own the team’s shift to an agentic operating model across both Delivery and Quality Intelligence. This means establishing workflows that leverage AI tools to scale capacity and improve output quality.

Own Support Readiness Delivery

Lead the design and delivery of onboarding, upskill, and continuous learning programs across all support tiers and channels. Ensure content is built for skill retention and that programs translate into measurable performance outcomes.

Drive Quality Intelligence Operations

Lead a team of QA analysts focused on audit