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OpenAI's User Operations team is seeking a Program Manager to build and scale live customer support experiences. This role sits at the intersection of Support Delivery, Product, Engineering, and Operations, owning the programs, operating models, and cross-functional coordination needed to launch and improve live support channels as OpenAI's products and customer needs evolve.
Key responsibilities include:
- Building and scaling live support programs, including real-time customer support channels
- Defining customer journeys, routing and escalation paths, service standards, coverage needs, and team-readiness requirements
- Partnering with Support Delivery, Product, Engineering, Data, and other cross-functional teams to align on tools, processes, and customer experience
- Identifying opportunities to improve support quality, response times, capacity, and operational efficiency
- Establishing staffing, training, and operational mechanisms needed to support new live-support capabilities
- Thoughtfully leveraging AI and automation to improve agent workflows while preserving high-quality human support
- Tracking program performance and translating operational insights into clear recommendations for leadership
Ideal candidates bring 8+ years of experience in program management, customer support, support operations, service delivery, or related fields. Experience launching, building, or scaling live support teams or programs is highly valued. You should understand how to design scalable support operations, including service quality, escalation management, staffing readiness, and customer experience. Comfort partnering with technical and non-technical teams, navigating ambiguity, and moving quickly from strategy to execution is essential. Experience supporting complex technical products or customer-facing hardware is a plus but not required.
OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. The company pushes the boundaries of AI capabilities and seeks to safely deploy them through its products.
