Sr Finance Program Manager

The role

The Senior Escalations Program Manager will own complex customer escalations and drive durable improvements. Approximately 70% of the time is spent managing complex customer finance requests and coordinating cross-functional resources. The remaining 30% focuses on programs to eliminate root causes and scale customer-facing processes.

What you will do

• Own priority customer escalations end to end
• Coordinate cross-functional resources and manage risk
• Provide real-time status updates to customers and executive stakeholders
• Serve as single-threaded owner for complex escalations
• Deliver post-mortems and executive summaries
• Analyze escalation themes to identify process improvement opportunities
• Lead cross-functional programs to improve customer experience
• Coach frontline teams on escalation prevention and de-escalation
• Embed cultural principles as the company scales

Required qualifications

• 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or a related function
• Direct ownership of high-severity escalations
• Success leading cross-functional process-improvement programs
• Structured problem-solving skills using data to make decisions
• Strong program and project management skills
• Excellent written and verbal communication skills
• Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience

Nice to have

• PMP, ITIL, Six Sigma, or a comparable program, incident, or process-management certification
• Experience working in a SaaS, technology, or other complex customer-operations environment
• Experience building or improving escalation playbooks, SLAs, operating rhythms, dashboards, or audit-ready documentation
• Experience coaching customer-facing teams on conflict resolution, de-escalation, and prevention

Benefits

• Flexible, employee-led remote model
• Professional development stipend
• Comprehensive health plans
• Parental leave plans

Before you apply

• 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

About the company

Samsara is the pioneer of the Connected Operations Cloud, a platform that enables organizations to harness Internet of Things (IoT) data. The company helps improve the safety, efficiency and sustainability of physical operations.