AI Self-Service Program Manager

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.