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OpenAI's User Operations (Support) team is seeking a Service Designer to improve how customers get help across OpenAI's products. You'll work as a hands-on individual contributor connecting customer needs with the people, processes, and systems that shape their support experience.
You will own projects from discovery through implementation: researching customer and team needs, mapping support journeys, designing better workflows, and leading cross-functional partners through execution. Success means turning insights into changes that work in practice and measuring whether those changes improve the experience for customers and supporting teams.
Key responsibilities include:
- Work with User Operations teams to design, execute, and report on research, identify opportunities, and drive improvement to OpenAI's support journeys
- Collaborate closely with Engineering, Product, Support Delivery, and Operations to prioritize opportunities where research can improve product and process decisions and enhance customer experiences
- Demonstrate strong stakeholder management, influence, and communication skills by presenting research findings and recommendations, and partnering with teams through execution
- Own the end-to-end research and operationalization process, including meeting with stakeholders, analyzing insights, scoping projects, and leading execution
- Partner cross-functionally to map customer journeys, including product and support interactions, suggest enhancements, and lead the team through operationalizing the insights
The role is based in San Francisco with a hybrid work model of 3 days in the office per week. OpenAI offers relocation assistance to new employees.
REQUIREMENTS:
- 8+ years of relevant experience in service design or closely related roles, with demonstrated ownership of service improvements from research through implementation and evaluation
- Bachelor's degree in Service Design, Interaction Design, Human-Computer Interaction, Human Factors, or a related field, or equivalent practical experience
- Strong qualitative research and synthesis skills and the ability to combine customer insights with operational data
- Experience designing across customer touchpoints, internal workflows, and systems, including the handoffs between teams
- Proven experience leading ambiguous projects that span across product, engineering, and support operations teams into practical solutions
- Clear written, verbal, and visual communication skills, with the ability to explain design decisions, navigate tradeoffs, and build alignment across varying levels of seniority
- Hands-on approach and persistence to follow work through rollout, adoption, and evaluation
