Support Operations Lead

The Support team is central to ensuring that our customers experience with our products is nothing short of exceptional. 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. OpenAIs customers represent a range of diverse backgrounds and maturity from individual customers to early-stage startups and established global enterprises. Given OpenAIs breakneck shipping cadence and growth and the expectation that it will only accelerate our ability to architect automation systems and agentic workflows for scale is central to our ability to maintain exceptional support quality in the face of AGI.

We are seeking a Support Operations Lead who combines operational leadership systems thinking vendor management and hands-on execution. Youll own service health automation programs partner and vendor addition to delivering high-quality service youll identify opportunities to reduce manual work experiment with tools and help operationalize AI across support at scale.

This is not a traditional support operations lead role. Were looking for someone to help us define the future of support who thrive at the intersection of team/project management systems building data science/engineering and with deep craft experience in the support operations space.

This role is based in San Francisco CA. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.

• Lead and evolve organizational design for our frontline operations across partner and vendor management coaching teams to expand automation and deliver measurable capacity gains.

• Lead multi-site partner management including commercial ownership capacity planning and workforce management QBRs and performance recovery.

• Own end-to-end service governance for partner and vendor teams including automation rate cost to serve first-response time productivity and quality.

• Set standards for how work gets done at scale replacing one-off fixes with reusable systems.

• Upskill teams and partner with Automation Engineering Support Engineering and Fraud & Risk to embed LLM-powered tools into frontline workflows.

• Have 8 years of experience leading support operations teams and a strong track record of coaching driving accountability and improving performance and automation adoption at scale

• Are comfortable managing a team while staying hands-on in solving ambiguous operational problems.

• Are fluent in operational data and technical collaboration able to define metrics interpret dashboards design experiments and partner with engineering and data teams to turn ambiguous support problems into scalable systems.

• Think in systems using process design data tooling and automation to reduce manual work and create durable capacity.

• Can partner credibly with technical teams and translate support needs into clear requirements owning problem definition adoption change management and operational outcomes

• Are energized by building structure in a high-growth environment where the support model tooling and partner strategy are still evolving.

• Have scaled support operations through organizational design and tooling in a high-growth technology company without compromising quality.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core and to achieve our mission we must encompass and value the many different perspectives voices and experiences that form the full spectrum of humanity.

We are an equal opportunity employer and we do not discriminate on the basis of race religion color national origin sex sexual orientation age veteran status disability genetic information or other applicable legally protected characteristic.

For additional information please see OpenAIs Affirmative Action and Equal Employment Opportunity Policy Statement.

Background checks for applicants will be administered in accordance with applicable law and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws including the San Francisco Fair Chance Ordinance the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct adverse and negative relationship with the following job duties potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary confidential and non-public addition job duties require access to secure and protected information technology systems and related data security obligations.

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At OpenAI we believe artificial intelligence has the potential to help people solve immense global challenges and we want the upside of AI to be widely shared. Join us in shaping the future of technology.

Required Experience:

Manager