Program Manager leading the orchestration of transformational initiatives under Mitacs' Transformation Management Office. Focused on ensuring alignment and delivery across multiple corporate initiatives.
About the role
- Manage AI self-service platforms (Chatbot and Voice AI) at Samsara to improve customer experience and operational efficiency. Focus on innovation, collaboration, and performance metrics.
Responsibilities
- Lead daily operations of Samsara’s AI self-service platforms (Chatbot and Voice AI) to ensure reliability, speed, and performance.
- Track and analyze key metrics such as containment, deflection, accuracy, and CSAT to uncover insights and drive improvement.
- Optimize AI intelligence and integrations by refining prompts, enhancing conversational design, improving customer flows, and expanding connections across systems for seamless support.
- Collaborate across teams including SMEs, Tech Docs, vendors, and internal AI groups to close content gaps and scale platform capabilities.
- Advance AI self-service strategy through innovation and continuous alignment with business goals, customer needs, and emerging industry trends.
Requirements
- 8+ years in Support Operations, Knowledge Management, or AI/Automation platform management.
- Bachelor’s degree in Business, Information Systems, or a related field (Master’s preferred).
- Conversational design / prompt engineering background
- Experience working directly with conversational AI technologies such as chatbots or voice AI.
- Strong analytical and problem-solving skills with a data-driven mindset.
- Proven success collaborating across technical and non-technical teams.
- Skilled in project and vendor management.
- Excellent communication and storytelling skills with a focus on customer experience.
Benefits
- Flexible, employee-led remote model
- Professional development stipend
- Comprehensive health and parental leave plans
- Above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles)
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