Product Engagement Manager, User Operations

Job description

ABOUT THE TEAM 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. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises. ABOUT THE ROLE As a Product Engagement Manager on the User Operations team, you will lead a team of Product Engagement Specialists responsible for ensuring smooth, successful product launches across internal and external teams. You’ll be the glue connecting product teams and support operations, equipping teams with the tools and knowledge needed to support new product rollouts. You’ll build scalable feedback loops that capture the voice of the user and translate insights into actionable product improvements, and ensure that frontline teams have the knowledge and skills to deliver accurate, delightful customer interactions at scale. We’re looking for someone who thrives at the intersection of product management, team enablement, and customer advocacy, and who enjoys working cross-functionally in a fast-paced, evolving environment. This person will manage the day-to-day work while also helping architect the systems needed to scale it. The successful candidate will be a leader-coach who can lead a small team while continuing to perform individual contributor work. 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. IN THIS ROLE, YOU WILL: - Lead a team coordinating product launches across internal and external teams, ensuring seamless execution and support readiness. - Set the team’s strategy and priorities, translate them into clear goals and quality standards, and allocate capacity to deliver against them. - Build a high-performing team through ongoing coaching, feedback, development, and performance management. - Build out a Voice of the User program with scalable feedback loops between support, Product, and Engineering pre and post launch, so customer insights inform product development and strategy. - Advocate for users by representing their needs and pain points in product and engineering discussions. - Partner with Product, Engineering, Marketing, and Operations to align on launch goals and timelines. - Monitor post-launch performance and gather support data to assess product impact and inform improvements. - Document and standardize launch procedures to make them repeatable and scalable. - Identify launch risks and propose solutions that minimize disruption to customers. - Report on feedback-loop performance, including key insights, trends, and recommendations for the product roadmap. YOU MIGHT THRIVE IN THIS ROLE IF YOU: - Have experience leading product enablement or launch-readiness functions at scale, particularly in a customer support environment. - Have shipped tooling or automations that reduced manual work and scaled beyond a single team (workflows, dashboards, scripted automation, lightweight pipelines)." - Have experience in product management with automation and tool development, using metrics and feedback to improve decisions and processes. - Build strong cross-functional relationships with Product, Engineering, and Operations teams. - Are passionate about customer advocacy and can translate customer feedback into strategic product insights. - Are highly organized and able to manage multiple projects with competing deadlines. - Communicate technical concepts and customer pain points clearly to diverse audiences. - Take ownership of initiatives from ideation through implementation and post-launch analysis. - Thrive in a fast-paced environment with shifting priorities. 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 OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement https://cdn.openai.com/policies/eeo-policy-statement.pdf. 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 information. In addition, job duties require access to secure and protected information technology systems and related data security obligations. To notify OpenAI that you believe this job posting is non-compliant, please submit a report through this form https://form.asana.com/?d=57018692298241&k=5MqR40fZd7jlxVUh5J-UeA. No response will be provided to inquiries unrelated to job posting compliance. We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link https://form.asana.com/?k=bQ7w9h3iexRlicUdWRiwvg&d=57018692298241. OpenAI Global Applicant Privacy Policy https://cdn.openai.com/policies/global-employee-and-contractor-privacy-policy.pdf 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.