OpenAI
Support Operations Manager
San Francisco · Contract
Sponsorship not specifiedDetected 8 days ago
Data ScienceLLMsProject ManagementVendor ManagementCadenceResearchLeadershipCollaborationMentoring
About the role
- This role is based in San Francisco, CA.
- We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.
- OpenAI's customers represent a range of diverse backgrounds and maturity, from individual customers to early-stage startups and established global enterprises.
Responsibilities
- Lead and evolve organizational design for our frontline operations across partner and vendor management, coaching teams to expand automation and deliver measurable capacity gains.
- Lead multi-site partner management, including commercial ownership, capacity planning and workforce management, QBRs, and performance recovery.
- Own end-to-end service governance for partner and vendor teams, including automation rate, cost to serve, first-response time, productivity, and quality.
- Upskill teams and partner with Automation Engineering, Support Engineering, and Fraud & Risk to embed LLM-powered tools into frontline workflows.
- Are fluent in operational data and technical collaboration, able to define metrics, interpret dashboards, design experiments, and partner with engineering and data teams to turn ambiguous support problems into scalable systems.
- Think in systems, using process design, data, tooling, and automation to reduce manual work and create durable capacity.
- Are energized by building structure in a high-growth environment where the support model, tooling, and partner strategy are still evolving.
- Have scaled support operations through organizational design and tooling in a high-growth technology company without compromising quality.
- Can partner credibly with technical teams and translate support needs into clear requirements, owning problem definition, adoption, change management, and operational outcomes
Requirements
- Have 8+ years of experience leading support operations teams and a strong track record of coaching, driving accountability, and improving performance and automation adoption at scale
Benefits
- You'll own service health, automation programs, partner and vendor management.
Company info
- The Support team is central to ensuring that our customers' experience with our products is nothing short of exceptional.
- We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products.
- We work closely with Sales, Technical Success, Product, Engineering and others to deliver the best possible experience to our customers at scale.
- Given OpenAI's breakneck shipping cadence and growth - and the expectation that it will only accelerate - our ability to architect automation systems and agentic workflows for scale is central to our ability to maintain exceptional support quality in the face of AGI.
- OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity.
This listing is sourced directly from OpenAI's careers page and normalized into a canonical job model.