Support Strategy & Operations Lead

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

We are seeking a dynamic Support Strategy & Operations Lead to drive strategic and operational initiatives across OpenAI’s customer support landscape. In this role, you will work closely with leaders in Support and across the company to help scale, mature, and optimize our support operations. Your work will span a range of strategic initiatives aimed at enhancing the customer experience and driving operational excellence, ensuring that our support organization can sustainably scale with the business's growth.

You’ll be responsible for deeply understanding our organization and priorities – where we’re at, where we’re going – and will work relentlessly towards planning and executing on our vision to provide best-in-class support. This role is not “creating and executing playbooks”. AI has and will continue to fundamentally change the customer experience; this role requires a proactive, strategic planner and executor that can think ten steps ahead, defining the future of customer support at OpenAI and in the world.

In this role, you will :

Work within User Operations and across OpenAI to leverage artificial intelligence across the organization. While this role goes beyond just leveraging technology, it will be at the root of this role (as it is the root of our company)

Collaborate with leaders to identify, evaluate, and prioritize new strategic and operational initiatives, ensuring alignment with company goals and unique organizational objectives

Thrives in chaos, and relentlessly drives program structure conducive to progress and execution.

Work with product, engineering, and data teams to uncover and address key operational challenges and growth / scaling opportunities within the support organization, such as automation, process optimization, and enhanced self-service options.

Deep dive into the critical drivers of our support operations and identifying opportunities for optimization and innovation.

Partner with other members of the go-to-market organization, product, and partnerships to launch new initiatives – helping think through strategic impacts, executing on operational components, and driving change management.

You might thrive in this role if you :

Have 8 years of experience in business operations, strategy, venture capital, private equity, consulting. You have a history of high impact work in a technical environment.

Are non-traditional – this role will require leveraging technology and concepts that are not yet established in the world (some of which you will produce yourself). “Traditional” operations may not fully apply here

Are comfortable operating at all altitudes – discussing strategy and vision with executives, and troubleshooting operations with individual contributors.

Have extensive experience in taking end-to-end ownership of large, ambiguous problems, and breaking them down into clear, actionable plans.

Have direct experience engaging with executives and senior leaders to influence and drive strategic decisions.

Are highly analytical, with strong skills in data modeling and operational forecasting to drive insights and decision-making.

Possess excellent communication and collaboration skills and are skilled in influencing stakeholders across all levels of the organization.

Have a passion for technology, AI, and customer service, and are enthusiastic about the transformative impact of AI on business and society.

Salary : $180,000 - $235,000