About this role
OpenAI's User Operations team is building the very first post-AGI support team to shepherd customer adoption and ensure exceptional product experiences. The Support Delivery team works closely with Sales, Technical Success, Product, and Engineering to resolve complex issues and deliver scalable customer service across startups and global enterprises.
Day-to-day work involves defining foundational support practices, leading operational frameworks, and driving tooling and automation projects for Tier 3 frontline delivery. The person in this role will spearhead AI-powered workflows by utilizing automation, LLMs, and internal tooling to reduce manual work and scale support operations efficiently. Ideal candidates thrive at the intersection of project management, systems building, data engineering, and customer advocacy within a fast-paced environment.
What you will do
- Lead support delivery programs for Tier 3 frontline delivery targeting strategic customers, which includes workflow improvements and knowledge management.
- Partner with leadership to define user experiences, manage pilots, and ensure premium operations stay healthy over time.
- Drive strategy and program design for internal support initiatives like specialization programs and product reliability.
- Coordinate requirements and ongoing iterations with internal build owners and systems partners.
- Implement and scale tools and automation that improve customer support efficiency and effectiveness.
- Identify and scale practical AI-powered workflows across support operations using automation and LLMs.
- Collaborate across multiple departments to identify improvement opportunities and enhance customer satisfaction.
What you need
- Bring 8 or more years of experience in program management, operations, or support engineering with a focus on scalable processes.
- Demonstrate a history of shipping or maintaining tools and automations like dashboards and low-code applications.
- Treat ChatGPT and large language models as default co-developers to rapidly turn natural-language ideas into code or queries.
- Work effectively across functional boundaries to build strong relationships with product, engineering, and operations teams.
- Operate comfortably in ambiguity with a high ownership mindset and a bias toward action.
- Possess exceptional communication, organization, and problem-solving abilities.
Benefits
- Offers Equity
- Relocation assistance is available
Skills and tech stack
Questions candidates ask
What is the remote work policy for this position?
The role is based in San Francisco, California, and follows a hybrid work model requiring three days in-office per week. Relocation assistance is available for qualifying candidates.
What is the compensation for this role?
The salary range for this position is $216K to $240K with included equity offers.
What technologies and tools will I use?
The work involves using dashboards, low-code apps, ETL pipelines, internal tooling, and treating ChatGPT and LLMs as default co-developers to build automated workflows.