Product Engagement Specialist, User Operations
About this role
Designing, building, and owning scalable systems for launch readiness, feedback capture, triage, synthesis, and routing forms the daily foundation of this position. Team members architect the data systems and workflows that connect user insights directly into actionable improvements for Product and Engineering.
OpenAI operates this function within the User Operations team to ensure customer support scales alongside diverse deployments ranging from early-stage startups to established enterprises. Practitioners manage project timelines while building the technical infrastructure for feedback collection across internal groups and external third-party teams.
Successful candidates bring extensive backgrounds in product launch coordination, technical program management, or customer support environments. Individuals who prefer building data systems over producing slide decks will find the role well-suited to their operational style.
What you will do
- Design and build scalable systems for launch readiness, feedback capture, triage, synthesis, and routing.
- Coordinate product launches across internal User Operations teams and external third-party teams to ensure execution and support readiness.
- Develop feedback loops between support teams and product or engineering groups to integrate customer insights into development.
- Advocate for user needs and pain points during product and engineering discussions.
- Collaborate with cross-functional partners including Product, Engineering, Marketing, and Operations to align on launch goals.
- Document and standardize launch procedures to ensure repeatable scaling as product lines grow.
- Monitor post-launch performance using support data to evaluate product impact and inform future updates.
What you need
- Bring eight or more years of experience in product launch coordination, particularly within customer support environments.
- Possess product management, technical program management, or hands-on delivery experience taking ambiguous problems from discovery to adoption.
- Demonstrate technical fluency in areas such as APIs, integrations, data flows, analytics, automation, or lightweight scripting.
- Maintain a data-driven mindset that uses metrics and feedback to guide decisions and optimize operational processes.
Benefits
- Offers Equity
- Relocation assistance
Skills and tech stack
Questions candidates ask
What is the remote work policy for this role?
This role is based in San Francisco, CA. The company uses a hybrid work model of 3 days in the office per week.
What compensation is provided for this position?
The salary ranges from $216K to $240K and includes offers of equity.
What kind of technical background is required?
Candidates need technical fluency in areas such as APIs, integrations, data flows, analytics, automation, or lightweight scripting, even without being a software engineer.
Who does this team collaborate with?
The team works closely with Sales, Technical Success, Product, Engineering, Marketing, and Operations to deliver customer experiences at scale.