OpenAI’s User Operations team shepherds our customer’s adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team. 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 are looking for a Support Program Manager to join our Support Delivery team. This role is an exciting opportunity to help define and implement foundational support practices that will scale with OpenAI’s growth.
What you'd do
- Lead support delivery programs for Tier 3 frontline delivery for our most strategic customers, including productivity and workflow improvements, team operations, and knowledge management for the Support Delivery team
- Partner with Support Delivery and cross-functional leadership to define the experience, stand up the program, manage pilots and rollout, and ensure premium operations and playbooks stay healthy over time
- Lead strategy and program design for internal support initiatives, including specialization programs, quality initiatives, community support, product reliability and launch supportability
- Coordinate requirements, implementation, and ongoing iteration with internal build owners and systems partners
- Lead projects to identify, implement, and scale tools and automation that improve customer support efficiency and effectiveness
- Identify and scale practical AI-powered workflows across support operations, using automation, LLMs, and internal tooling to reduce manual work, improve resolution quality, and help the team operate more effectively at scale
- Collaborate across teams to identify opportunities for improvement, reduce friction, and enhance overall customer satisfaction
- Help shape the vision and strategy of a new team, contributing to its long-term success and influence across the organization
- Have 8+ years of experience in program management, operations, or support engineering, with a focus on building scalable processes and tooling
- Have shipped or maintained tools and automations (dashboards, ETL pipelines, low-code apps) that eliminated manual work and scaled beyond a single team