Support Program Manager, Support Delivery

Job description

**About the Team** OpenAI’s User Operations team shepherds our customer’s adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team. 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** We are looking for a Support Program Manager to join our Support Delivery team. This role is an exciting opportunity to help define and implement foundational support practices that will scale with OpenAI’s growth. You will lead efforts to establish new operational frameworks, driving process alignment with various internal teams, and leading tooling and automation projects. This position offers the chance to make a significant impact in shaping customer experience while collaborating across multiple teams. We’re looking for people who thrive at the intersection of project management, systems building, data science/data engineering/software engineering, team enablement, and customer advocacy – and enjoy working cross-functionally in a fast-paced, evolving environment. This role is based in San Francisco, CA, and follows a hybrid work model of 3 days in-office per week. Relocation assistance is available. **In this role, you will:** - Lead support delivery programs for Tier 3 frontline delivery for our most strategic customers, including productivity and workflow improvements, team operations, and knowledge management for the Support Delivery team - Partner with Support Delivery and cross-functional leadership to define the experience, stand up the program, manage pilots and rollout, and ensure premium operations and playbooks stay healthy over time - Lead strategy and program design for internal support initiatives, including specialization programs, quality initiatives, community support, product reliability and launch supportability - Coordinate requirements, implementation, and ongoing iteration with internal build owners and systems partners - Lead projects to identify, 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, LLMs, and internal tooling to reduce manual work, improve resolution quality, and help the team operate more effectively at scale - Collaborate across teams to identify opportunities for improvement, reduce friction, and enhance overall customer satisfaction - Help shape the vision and strategy of a new team, contributing to its long-term success and influence across the organization **You might thrive in this role if you:** - Have 8+ years of experience in program management, operations, or support engineering, with a focus on building scalable processes and tooling - Have shipped or maintained tools and automations (dashboards, ETL pipelines, low-code apps) that eliminated manual work and scaled beyond a single team - Treat ChatGPT & LLMs as default co-developers, rapidly turning natural-language ideas into working code or queries - Deeply enjoy working cross-functionally and are skilled at building relationships with Product, Engineering, and Operations teams - Excel in a dynamic, high-impact team environment where you can create structure and make meaningful contributions - Are passionate about using tools and automation to drive efficiency and improve customer outcomes - Possess exceptional communication, organization, and problem-solving skills - Have a high ownership mindset with a bias toward action; comfortable operating in ambiguity, driving clarity, and rolling up their sleeves to get things done **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.