Tech Stack

Description

You will lead Samsara's Chatbot and Voice AI platforms, driving innovation to make support faster and more seamless. You'll own performance insights, refine agent operations, and collaborate with teams to elevate self-serve capabilities, directly impacting customer satisfaction and reducing 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 skills with data-driven mindset

Responsibilities

• Lead daily operations of AI self-service platforms (Chatbot and Voice AI)
• Track and analyze metrics like containment, deflection, accuracy, and CSAT
• Optimize AI intelligence through prompt refinement and conversational design
• Collaborate across teams to close content gaps and scale platform capabilities
• Advance AI self-service strategy aligned with business goals and trends