• 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.