Product Engagement Specialist, 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 Specialist on the User Operations team you will be a hands-on systems builder responsible for making product launches and frontline feedback more scaleable, measurable and actionable across both internal User Operations and external third-party teams. You’ll be responsible for not only managing the project timelines, but also designing and shipping the workflows, tooling and data systems that connect the voice of the user into actionable improvements for Product and Engineering teams. We’re looking for people who thrive at the intersection of project management, team enablement, and customer advocacy, and enjoy working cross-functionally in a fast-paced, evolving environment. We are also looking for individuals that will not just do the day to day work - but will also be deeply involved in architecting the systems of feedback sharing and collection with our stakeholder groups across Support, Product, and Engineering. Think data systems, not better slide decks. 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: - Design, build, and own 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 seamless execution and support readiness. - Develop and implement scalable feedback loops between support teams and product/engineering teams, ensuring customer insights are integrated into product development and strategy. - Serve as the voice of the user, advocating for their needs and pain points in product and engineering discussions. - Collaborate with cross-functional teams (e.g., Product, Engineering, Marketing, and Operations) to align on product launch goals and timelines. - Lead efforts to document and standardize launch procedures, ensuring they are easily repeatable and scalable as the product line grows. - Monitor post-launch performance, gathering data from support teams to evaluate product impact and inform future improvements. - Identify potential risks and challenges during product rollouts, proposing solutions to mitigate disruptions to customer service. - Regularly report on the performance of the feedback loop, including key insights, trends, and actionable recommendations for the product roadmap. YOU MIGHT THRIVE IN THIS ROLE IF YOU: - Have 8+ years of experience in product launch coordination, especially within a customer support environment (internal and/or external). - Bring product management, technical program management, or similarly hands-on experience taking ambiguous problems from discovery through delivery and adoption. - Enjoy working cross-functionally and are skilled at building relationships with Product, Engineering, and Operations teams. - Are technically fluent in areas such as APIs, integrations, data flows, analytics, automation, or lightweight scripting, even if you are not a software engineer. - Are passionate about customer advocacy and have experience translating customer feedback into strategic product insights. - Are highly organized and able to manage multiple projects with competing deadlines. - Have excellent communication skills, with the ability to clearly articulate technical concepts and customer pain points to diverse audiences. - Are proactive and take ownership of initiatives, from ideation through to implementation and post-launch analysis. - Are comfortable working in a fast-paced environment where priorities can shift quickly. - Have a data-driven mindset, using metrics and feedback to guide decision-making and optimize processes. 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.