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OpenAI's Support team is seeking a Support Vendor Manager to own the health, performance, and long-term scalability of multiple support partner and vendor relationships. This is a vendor leadership role focused on driving commercial and operational accountability through SLAs, QBRs, escalation paths, and remediation plans.
A significant component of this role (25–30%) involves establishing Workforce Management (WFM) frameworks across internal teams and external BPO partners. This is not an intraday scheduling role, but rather strategic work defining forecasting frameworks, capacity planning standards, staffing strategies, and performance-to-plan systems. You will partner with Operations, Data, Systems/Tooling, and vendor leaders to implement and operationalize these frameworks.
Key responsibilities include:
- End-to-end vendor leadership: day-to-day oversight, relationship health, and executive-level accountability for multiple support vendors/BPOs
- Performance management: define and manage SLA/KPI expectations, run business reviews, identify gaps, and drive structured turnaround plans
- Escalation and risk management: serve as primary escalation point for vendor issues, incident response, surge events, and continuity risks
- Commercial and operational governance: partner on contract levers, staffing commitments, service scope changes, and operational cadences
- WFM operating model design: establish forecasting, capacity planning, and staffing approaches; stand up consistent planning cadences tied to business drivers
- Operational reporting: produce decision-ready reporting on vendor health, capacity risk, and scaling constraints
You'll collaborate closely with User Operations teams (Trust & Safety, Fraud & Risk), Systems/Tooling, Data partners, and Product stakeholders as OpenAI launches new workflows and scales new programs.
Required qualifications:
- 5+ years in vendor/BPO operations management, support operations, or partner performance leadership in scaled environments
- Proven ability to run vendor governance: QBRs, SLA/KPI design, escalation paths, remediation plans, and cross-functional stakeholder management
- Experience with workforce planning approaches: forecasting frameworks, capacity models, staffing strategies, and performance-to-plan systems across global, multi-site operations
- Strong analytical and operational rigor; comfort working with data to define inputs, evaluate tradeoffs, and drive outcomes
- Familiarity with support tooling and operational systems (e.g., Salesforce Service Cloud) and comfort partnering with Systems/Tooling teams
- Exposure to WFM platforms (e.g., NICE, Assembled, Calabrio, Playvox) with ability to translate operational needs into platform requirements
- Strong communication skills and executive presence; ability to align diverse stakeholders and drive accountability across internal teams and external partners
- Comfort operating in fast-paced, ambiguous environments where you build structure rather than maintain inherited ones
