Technical Systems Program Manager, User Operations

Job description

ABOUT THE TEAM The User Operations team (Support) 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 OpenAI’s top-of-funnel is evolving into a signal-driven, data-orchestrated engine powered by AI-native workflows, enriched customer intelligence, and increasingly interconnected systems. We are looking for a Technical Systems Program Manager to help drive the strategy, alignment, prioritization, and execution of these systems across Salesforce and adjacent platforms. This role will partner closely with Engineering, Revenue Operations, Data, and Enterprise Platform teams to operationalize scalable CRM workflows. The ideal candidate combines strong technical fluency, operational systems thinking, and stakeholder leadership with the ability to drive execution across highly cross-functional environments. This role is based in San Francisco, CA, and the team works a hybrid schedule (Monday - Wednesday in office). We will offer relocation assistance if needed. IN THIS ROLE, YOU WILL: - Own and drive CRM systems initiatives across support - Partner with senior business stakeholders and engineering teams to identify operational pain points, define scalable solutions, evaluate technical tradeoffs, and execute across Salesforce and adjacent platforms - Align cross-functional stakeholders including Revenue Operations, Support Delivery, Risk, Engineering, Data, Legal, and Enterprise Platform teams while driving prioritization and execution - Help operationalize AI-native workflows by defining and building scalable automation, orchestration, agentic workflows, and human-in-the-loop processes in partnership with cross-functional teams YOU MIGHT THRIVE IN THIS ROLE IF YOU HAVE: - You have 8+ years of experience driving high-impact technical programs in a program management, technical program management or adjacent role - Strong understanding of CRM workflows customer systems supporting user operations or support organizations - Experience working across CRM systems, routing engines, and adjacent systems - Proven ability to drive complex cross-functional initiatives from discovery and stakeholder alignment through execution and operationalization - Strong technical fluency across APIs, integrations, event-driven architectures, enterprise SaaS ecosystems, and Salesforce platform capabilities - Experience partnering closely with Engineering, Revenue Operations, Security, and Enterprise Platform teams - Experience operating within SOX/SOC2-controlled environments with strong understanding of SDLC, QA, release management, and operational governance - Strong written and verbal communication skills with the ability to clearly communicate priorities, tradeoffs, risks, and execution plans NICE TO HAVE - Ability to independently reason through technical system design, integration dependencies, and operational tradeoffs alongside engineering teams - Experience working within AI-native, high-growth, or highly ambiguous operating environments - Exposure to global support operations - Ability to operate scrappily and iteratively while maintaining a strong bias toward scalability, governance, and long-term maintainability 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.