CX Strategy Manager, AI Transformation

Who we are Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale. Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term. About the role: As a critical member of the Customer Experience Strategy team, you will be advancing our mission of delivering a superior experience throughout the customers’ end-to-end journey. You will do this by bringing an AI forward approach to problem solving, leading an AI transformation from a CX lens. This role reports directly to the Head of CX Strategy and will collaborate closely with leaders across the organization. You will move with urgency and speed, running rapid cycles from concept to prototype to development and rollout. You are first and foremost a builder, and will partner with the engineering team to translate business opportunities into tools and workflows that equip the business to deliver at a higher standard. You understand that AI is changing how companies listen to, understand, and act on customer feedback, and you’re excited to bring that thinking into practice. This is a remote position open to candidates residing in Canada and the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area. 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. Youwill be surrounded by a high-calibre team that will encourage you to do your best. In this role, you will: Build a world-class customer listening infrastructure. Design and lead new and emerging Voice of Customer (VoC) programs that give the organization actionable customer experience insights. Use AI to help move beyond periodic snapshots toward more continuous, real-time, customer sentiment. Partner with functional stakeholders (e.g., Support, Customer Success, Sales) to surface and prioritize opportunities to harness the power of AI to achieve better customer experience. This may look like workflow automation, or a completely new value-add function. Rapidly prototype AI-powered solutions, using LLMs, prompt-based workflows, agent frameworks, and low-code/no-code automation platforms. Iterate prototypes based on real user feedback from pilot groups, refining the approach before handoff. Partner with Engineering teams to translate validated prototypes into production-grade builds. Write clear requirements, define data and integration needs, ensuring the product meets data security and compliance standards, and measure productivity, efficiency, or ROI impact post launch. Be an AI thought leader. Stay current on industry leading trends, technologies, and best practices — including emerging AI applications in customer intelligence — to Samsara to continually stay best in class on customer experience programs and approaches. Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices. Minimum requirements for the role: 5+ years operations, business analysis, process improvement, product operations, or a similar hybrid builder/operator role Demonstrated hands-on experience building with AI tools — not just using them: prompt engineering, LLM-based workflows, agent frameworks (e.g., LangChain, CrewAI), or low-code/no-code automation platforms (e.g., Zapier, Make, Retool). Strong workflow/process analysis skills — able to spot the highest-leverage automation opportunities and redesign a process around them. Comfortable prototyping fast with incomplete requirements, then iterating from real feedback rather than waiting for a full spec. Able to translate a business problem into a buildable AI use case, and to write requirements clear enough for an engineering partner to build from. Strong stakeholder management and communication skills — able to train and drive adoption among non-technical users. Flourishes in a fast-paced environment. Comfortable managing multiple projects simultaneously. Travel: Comfort traveling to customer sites once a quarter (1-2 days per trip) to gain first-hand understanding of customer operations. An ideal candidate also has: Basic Python/scripting ability Experience with API integrations Familiarity with data governance or security considerations for AI systems Experience with customer insight, experiment management, or VoC programs such as NPS and CSAT surveys, qualitative interviews, or market research Experience running statistical analysis, or churn and predictive models based on customer experience data The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience. Learn more about our total rewards and benefits below. Annual Base Salary $106,802—$161,550 USD Total Rewards At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time. Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here. Flexible Working At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable. Belonging at Samsara At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact. Accommodations Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email protected] or click here if you require any reasonable accommodations throughout the recruiting process. Our Commitment to Authenticity We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. Please see Samsara’s Candidate Privacy Notice for more information. Fraudulent Employment Offers Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our blog post here.