The User Operations team (Support) 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. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.
We’re seeking a Program Manager to lead support readiness and operational programs for OpenAI’s cloud and strategic partnerships.
What you'd do
- Lead support readiness for new and existing cloud and strategic partnerships, including launch planning, operational design, and ongoing program execution.
- Partner closely with Engineering, Product, go-to-market teams, and external partners to develop support models for technically complex products and integrations.
- Define partner-specific customer journeys, support workflows, escalation paths, ownership models, and cross-company handoffs.
- Identify operational and technical risks, align stakeholders on solutions, and drive improvements that strengthen the customer experience.
- Establish clear success metrics and operating rhythms to monitor partnership health, launch readiness, and support performance.
- Use AI and automation to improve partner-related support workflows and scale operations effectively.
- Have 8+ years of experience in program management, support operations, partnerships, or related roles within a fast-paced technology environment.
- Have experience working closely with engineering teams to translate technical requirements into clear operational plans.
- Have experience with cloud platforms, cloud-provider partnerships, or technically complex enterprise products.
- Are comfortable navigating ambiguity and driving alignment across internal teams and external partners.