Tech Stack

Description

You will lead the daily operations of Samsara's AI self-service platforms, including Chatbot and Voice AI, to ensure reliability and performance. You'll analyze key metrics, optimize AI intelligence, and collaborate across teams to continuously improve the customer experience and reduce case volume.

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 with conversational AI technologies (chatbots or voice AI)
• Strong analytical and problem-solving skills with data-driven mindset

Responsibilities

• Lead daily operations of AI self-service platforms (Chatbot and Voice AI)
• Track and analyze metrics (containment, deflection, accuracy, CSAT) to drive improvement
• Optimize AI intelligence through prompt refinement and conversational design
• Collaborate with SMEs, Tech Docs, vendors, and internal teams to close content gaps
• Advance AI self-service strategy aligned with business goals and industry trends