🛠 Tech Stack

💼 About This Role

You'll own Samsara's AI-powered customer listening infrastructure, running VoC programs and a centralized intelligence platform to surface insights that drive measurable improvements across the customer journey. You'll combine AI signal analysis with world-class VoC program management to move from snapshots to real-time understanding. This role reports directly to the Head of Customer Experience Strategy and offers the chance to shape the future of physical operations at a recently public company.

🎯 What You'll Do

• Operate AI-powered customer listening infrastructure and VoC programs
• Own the unified customer intelligence platform and Qualtrics end to end
• Derive AI-powered insights and translate into executive narratives
• Build and scale closed-loop excellence program for friction resolution

📋 Requirements

• 8+ years of direct experience in Customer Experience
• Hands-on experience with Qualtrics platform administration
• Proven track record with VoC program management and closed-loop processes
• Experience with AI/LLM-based sentiment analysis and theme extraction

✨ Nice to Have

• Experience with Gong call transcripts or similar tools
• Background in IoT or physical operations industries
• Prior experience managing a CX team

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 💻 Remote-first culture with flexible work hours
• 📈 Equity grants for all employees
• 🏥 Comprehensive health insurance (medical, dental, vision)
• 📚 Learning and development budget

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter phone screen· 30 min
2. 2Hiring manager interview· 45 min
3. 3Panel interview· 60 min