Sr Finance Program Manager
New
S
SamsaraSaaS customer operations
This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.Full-TimeSenior
Salary$102,042 — $154,350 USD annual base salary
Apply NowOpens the employer's application page
Job Details
- Experience
- 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or a related function, including direct ownership of high-severity escalations.
- Required Skills
- Project ManagementData AnalysisCustomer SuccessProcess improvement
Requirements
- Have 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or a related function.
- Have direct ownership experience with high-severity escalations.
- Demonstrate success leading cross-functional process-improvement programs from problem definition through implementation and adoption.
- Use structured problem-solving and data to make decisions, quantify impact, and prioritize work.
- Bring program and project management skills, including managing multiple workstreams, dependencies, and stakeholders in time-sensitive situations.
- Communicate clearly in writing and verbally, including synthesizing complex situations into executive-level updates and recommendations.
- Have a bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience.
- PMP, ITIL, Six Sigma, or a comparable program, incident, or process-management certification is preferred.
- Experience in a SaaS, technology, or complex customer-operations environment is preferred.
- Experience improving escalation playbooks, SLAs, operating rhythms, dashboards, or audit-ready documentation is preferred.
- Experience coaching customer-facing teams on conflict resolution, de-escalation, and prevention is preferred.
Responsibilities
- Own priority customer escalations from triage and action planning through resolution, risk management, and customer and executive updates.
- Coordinate Sales, Finance, Support, Customer Success, Product, Engineering, and other partner teams as the owner of complex escalations.
- Prepare post-mortems and executive summaries, and track resolution progress, commitments, and follow-up actions through closure.
- Analyze escalation themes and quantify business impact to identify and prioritize process, product, and workflow improvements.
- Lead programs to standardize escalation workflows, service-level expectations, tooling, reporting, and dashboards.
- Coach frontline teams on escalation prevention, de-escalation, customer communication, and escalation processes.
View Full Description & ApplyYou'll be redirected to the employer's site
