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OpenAI's User Operations team is seeking a Support Program Manager to join the Support Delivery team and help define foundational support practices that scale with the company's growth. This role sits at the intersection of project management, systems building, data engineering, team enablement, and customer advocacy.
You will lead support delivery programs for Tier 3 frontline delivery serving OpenAI's most strategic customers, focusing on productivity improvements, workflow optimization, and knowledge management. You'll partner with Support Delivery and cross-functional leadership to design customer experiences, manage pilots and rollouts, and maintain premium operations and playbooks.
Key responsibilities include: leading strategy and program design for internal support initiatives (specialization programs, quality initiatives, community support, product reliability); coordinating requirements and implementation with internal build owners; leading projects to identify, implement, and scale tools and automation that improve support efficiency; identifying and scaling AI-powered workflows using automation, LLMs, and internal tooling to reduce manual work and improve resolution quality; collaborating across teams to identify improvement opportunities and enhance customer satisfaction; and helping shape the vision and strategy of this emerging team.
The ideal candidate has 8+ years of experience in program management, operations, or support engineering with a focus on building scalable processes and tooling. You should have shipped or maintained tools and automations (dashboards, ETL pipelines, low-code apps) that eliminated manual work and scaled beyond a single team. You treat ChatGPT and LLMs as default co-developers, rapidly turning natural-language ideas into working code or queries. You excel at cross-functional collaboration with Product, Engineering, and Operations teams, thrive in dynamic high-impact environments, and possess exceptional communication, organization, and problem-solving skills. A high ownership mindset with bias toward action and comfort operating in ambiguity are essential.
This hybrid role is based in San Francisco with 3 days in-office per week. Relocation assistance is available.
