Job Description

About the Role:
The Senior Escalations Program Manager is the single-threaded owner for our most complex customer escalations (~70% of time). They coordinate cross-functional resources, manage executive-level communications, and ensure rapid, high-quality resolution. Leveraging insights from these cases, the role spends the remaining 30 % leading projects that eliminate root causes, streamline workflows, and scale customer-facing processes.
This is a remote position open to candidates based in Canada.
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. You will be surrounded by a high-caliber team that will encourage you to do your best.

In this role, you will:

• Own P1/P2 escalations end-to-end-triage, action plans, and real-time status updates to customers and execs.
• Deliver crisp post-mortems and executive summaries; track MTTR, CSAT, and follow-up actions.
• Analyze escalation themes, quantify business impact, and prioritize process-improvement opportunities.

Lead cross-functional initiatives to standardize escalation workflows, SLAs, tools, and dashboards. * Coach frontline teams on prevention and de-escalation best practices.
Drive stakeholder alignment and accountability for commitments arising from escalations.
Success Metrics:

• Mean Time to Resolution (MTTR) for high-severity cases.
• Post-escalation CSAT/NPS.
• % systemic issues permanently fixed within 90 days.
• SLA adherence and audit-ready documentation.

Minimum requirements for the role:

• 4+ years in Customer Success, Support Ops, Trust & Safety, or similar, owning high-severity escalations.
• Track record of leading cross-functional process-improvement projects.
• Structured problem-solver; data-driven decision-making.
• Strong program/project management chops (PMP, ITIL, Six Sigma a plus).
• Executive-level written & verbal communication and stakeholder influence.
• Bachelor's in Business, Ops, Engineering, or related field.

An ideal candidate also has:

• Customer-obsession & empathy.
• Analytical rigor & storytelling.
• Conflict resolution & stakeholder management.
• Bias for action & ownership.
• Continuous-improvement mindset.

Skills Required