What are the responsibilities and job description for the Support Strategy & Operations Program Manager position at OpenAI?
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 Program Manager 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.
- Thrive in chaos, and relentlessly drive 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 identify 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 :
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 do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status.
For US Based Candidates : Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link
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.
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