Tech Stack

Description

You will lead the operations and innovation of Samsara's AI-powered customer self-service platforms, including Chatbot and Voice AI, to improve containment, customer satisfaction, and reduce case volume. You'll analyze performance metrics, refine conversational design, and collaborate with cross-functional teams to scale capabilities and align with business goals.

Requirements

• 8+ years in Support Operations, Knowledge Management, or AI/Automation platform management
• Bachelor's degree in Business, Information Systems, or related field (Master's preferred)
• Conversational design / prompt engineering background
• Experience working with conversational AI technologies (chatbots, voice AI)
• Strong analytical and data-driven problem-solving skills

Responsibilities

• Lead daily operations of AI self-service platforms (Chatbot, Voice AI) ensuring reliability and performance
• Track and analyze metrics like containment, deflection, accuracy, and CSAT to drive improvements
• Optimize AI through prompt refinement, conversational design, and integration enhancements
• Collaborate with SMEs, Tech Docs, vendors, and AI teams to close content gaps and scale capabilities
• Advance AI self-service strategy aligned with business goals, customer needs, and industry trends