Service Design Program Manager, Support

Skills

About the Role

You will improve how customers get help across OpenAI's products as a hands-on individual contributor. You will research customer and team needs, map support journeys, design better workflows, and lead cross-functional partners through execution while measuring the impact of changes.

Requirements

• 8+ years in service design or closely related roles
• Bachelor's degree in Service Design, Interaction Design, HCI, Human Factors, or related field, or equivalent experience
• Strong qualitative research and synthesis skills
• Experience designing across customer touchpoints, workflows, and systems
• Experience leading ambiguous cross-functional projects
• Experience using AI tools for research synthesis and workflow prototyping
• Clear written, verbal, and visual communication skills

Responsibilities

• Design, execute, and report on research to improve support journeys
• Collaborate with Engineering, Product, Support Delivery, and Operations to prioritize opportunities
• Present research findings and recommendations to stakeholders
• Own end-to-end research and operationalization, from scoping to execution
• Map customer journeys and lead operationalization of insights

Benefits

• Equity
• Medical, dental, and vision insurance with HSA employer contributions
• Pre-tax Health FSA, Dependent Care FSA, and commuter accounts
• 401(k) with employer match
• Paid parental leave (up to 24 weeks birth parents, 20 weeks non-birthing) plus paid medical and caregiver leave (up to 8 weeks)
• Flexible PTO for exempt employees
• 13+ paid company holidays and company office closures
• Paid sick or safe time
• Mental health and wellness support
• Employer-paid basic life and disability coverage
• Annual learning and development stipend
• Daily meals in offices and meal delivery credits
• Relocation assistance
• Charitable donation matching and wellness stipends