AI Self-Service Program Manager

About the role:

We’re looking for an AI Self-Serve Program Manager to supercharge Samsara’s AI-powered customer experience. You’ll lead our Chatbot and Voice AI platforms, driving innovation that makes support faster, smarter, and more seamless than ever.

This is a high-impact role where you’ll turn AI vision into measurable results, increasing containment, improving customer satisfaction, and reducing case volume. You’ll own performance insights, refine agent operating procedures, and collaborate with vendors, subject matter experts, and internal teams to continuously elevate our self-serve capabilities.

This is a remote position open to candidates residing in Mexico. Relocation assistance will not be provided.

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:

• Lead daily operations of Samsara’s AI self-service platforms (Chatbot and Voice AI) to ensure reliability, speed, and performance.
• Track and analyze key metrics such as containment, deflection, accuracy, and CSAT to uncover insights and drive improvement.
• Optimize AI intelligence and integrations by refining prompts, enhancing conversational design, improving customer flows, and expanding connections across systems for seamless support.
• Collaborate across teams including SMEs, Tech Docs, vendors, and internal AI groups to close content gaps and scale platform capabilities.
• Advance AI self-service strategy through innovation and continuous alignment with business goals, customer needs, and emerging industry trends.

Minimum requirements for the role:

• 8+ years in Support Operations, Knowledge Management, or AI/Automation platform management.
• Bachelor’s degree in Business, Information Systems, or a related field (Master’s preferred).
• Conversational design / prompt engineering background
• Experience working directly with conversational AI technologies such as chatbots or voice AI.
• Strong analytical and problem-solving skills with a data-driven mindset.
• Proven success collaborating across technical and non-technical teams.
• Skilled in project and vendor management.
• Excellent communication and storytelling skills with a focus on customer experience.

An ideal candidate also has:

• Strategic mindset with a builder mentality who thrives on scaling systems, processes, and technology to deliver measurable business impact.
• Deep understanding of AI-driven self-service and automation, with hands-on experience optimizing chatbots, voice AI, or other conversational platforms.
• Collaborative leader and communicator who can align cross-functional teams, vendors, and stakeholders around a shared vision for customer experience innovation.