Senior Business Operations Manager

Responsibilities

• Own the annual operating plan (AOP) for the
• Support organization end to end: building and maintaining the capacity, headcount, and cost model that translates volume forecasts, productivity, AI deflection, and staffing assumptions into a defensible operating plan and budget.
• Model and pressure-test the strategic levers available to the business: headcount and vendor/BPO mix, cost to serve, deflection and automation impact, service level and coverage tradeoffs — and bring leadership clear recommendations with quantified impact and stated assumptions.
• Own the Customer
• Support business review cadence (monthly and quarterly reviews) end to end: metric definition and data validation, executive narrative and insight, and follow-through on the decisions and actions that come out of it.
• Build and maintain the reporting frameworks and metric definitions leaders run the business on — productivity, cost to serve, CSAT, time to resolution, deflection — and make them self-serve so managers can answer their own questions.
• Partner with
• Support leaders on the operating programs that turn plan into behavior, including productivity and incentive program design, capacity allocation, and operational improvement initiatives that measurably improve efficiency and customer experience.
• Leverage AI tools (e.g., Claude) and self-service data capabilities on a day-to-day basis to accelerate modeling, analysis, narrative generation, and reporting — and raise the bar for how the broader operations team applies them.
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success

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