Senior Instructional Designer

Job Description Who We Are Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing and we are excited to help digitally transform their operations at scale. Working at Samsara means you'll help define the future of physical operations and be on a team that's shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you'll have the autonomy and support to make an impact as we build for the long term. About the role: Samsara's Customer Support Enablement team is responsible for driving agent enablement strategies and execution. The Senior Instructional Designer III is responsible for designing engaging and effective learning experiences that directly improve agent performance, support KPIs, and the customer experience. We are the trusted point of contact for Samsara's Customer Support team to leverage data to drive impact for the business and the customer experience, by building a highly skilled and engaged workforce. As part of the Customer Support Enablement team, the Sr Instructional Designer will work cross-functionally to: conduct needs assessments, design and build multimedia learning assets (eLearning, video, SOPs, etc.), use AI tools for faster, scalable training, and evaluate impact through KPIs like CSAT, TTR, and deflection. They act as a connector between cross-functional teams, developing and delivering scalable content and resources while continuously fostering a culture of continuous improvement. This person will work closely with enablement partners to identify critical priorities for the business, and scope, develop, and manage delivery of the work. This role requires an eye for optimizing resources and driving change management. Successful candidates will have strong business acumen, a passion for building at scale, and a track record of driving strategic programs that improve the customer experience. The role reports to the Director of Global Enablement & QA. Are you able to commute to work from our Bengaluru office at Prestige Tech Park, Kadubeesanahalli 2 days a week You should apply if: - You want to impact the industries that run our world: Your efforts will result in real-world impacthelping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely. - You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Support teams. With a growth mindset and a desire to learn, you will strategically partner with our team to find unique solutions to help keep our customers operations safe, efficient, and sustainable. - You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team. - You are the architect of your own career: If you put in the work, this role won't be your last at Samsara. This Customer Support Enablement team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper-growth environment. - You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there. Click here to learn about what we value at Samsara. In this role, you will: - Lead the end-to-end planning and delivery of our highest priority and most complex programs by partnering with leadership and stakeholders to facilitate a needs assessment and strategy to address pain points for customers and within the business - Develop comprehensive program strategies, roadmaps and plans, expertly framing the need, scoping and roadmapping the work, owning governance and stakeholder engagement, defining KPIs, and reporting on results - Collaborate with stakeholders and drive alignment, owning program data-driven reporting, scope of impact, and communication, and partnering to iterate and improve outcomes for Samsara and our customers - Identify and tackle operational problems through processes, tools, and dashboards that scale and mitigate risks through proactive solutions and communications - Champion, role model, and embed Samsara's cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices Minimum requirements for the role: - 5+ years of instructional design experience, preferably supporting global customer support teams (e.g., frontline agents, technical specialists, and support leaders). - Proven ability to learn and translate complex support tools and processes into clear, engaging training across multiple formats (elearning, video, SOPs, role-based scenarios, etc.). - Strong written and verbal communication skills in English, with a focus on simplifying technical concepts for diverse audiences. - Experience using Learning Management Systems and familiarity with tools used to create and deliver scalable training. - Analytical mindset with the ability to connect learning outcomes to support KPIs (e.g., CSAT, resolution time, deflection), and iterate based on data. - Comfortable using or exploring AI tools to enhance training development, personalization, or automation. - Exceptional attention to detail and strong organizational skills with a track record of managing multiple initiatives at once. The ideal candidate has: - Experience in a high-growth SaaS environment with a proven ability to adapt learning programs to evolving products and support models. - Familiarity and curiosity for using AI tools (e.g., ChatGPT, Synthesia, Descript) to develop or iterate on learning content in a fast-paced, evolving environment. - Instructional design certifications or advanced education in learning sciences, technical communication, or a related field. At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact. Benefits Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more. Take a look at our Benefits site to learn more. Accommodations Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [Confidential Information] or click here if you require any reasonable accommodations throughout the recruiting process. Flexible Working At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. 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, if applicable. Fraudulent Employment Offers Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @samsara.com or @us-greenhouse-mail.io. For more information regarding fraudulent employment offers, please visit our blog post here.