Support Operations Manager
AI research and deployment company building and deploying frontier AI products, including ChatGPT, Codex, and its API platform.
Projects
About OpenAI
OpenAI’s mission is to ensure artificial general intelligence benefits all of humanity. It consists of the nonprofit OpenAI Foundation and OpenAI Group, a public benefit corporation governed by the Foundation.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead organizational design for frontline operations, manage multi-site partners and vendors, own service governance, and set standards for scalable work. You will upskill teams and work with Automation Engineering, Support Engineering and Fraud & Risk to embed LLM-powered tools into frontline workflows. Travel of 1-2 weeks per quarter may be required.
Requirements
- 10+ years in support operations including 4+ years leading senior individual contributors
- Comfortable managing a team while hands-on solving operational problems
- Fluency in operational data and technical collaboration
- Systems thinking using process design, data, tooling and automation
- Ability to translate support needs into clear requirements
- Experience scaling support operations in a high-growth technology company
Responsibilities
- Lead organizational design for frontline operations across partner and vendor management
- Lead multi-site partner management including commercial ownership, capacity planning, workforce management and QBRs
- Own service governance for partner and vendor teams covering automation rate, cost to serve, first-response time, productivity and quality
- Set standards for scalable work, replacing one-off fixes with reusable systems
- Upskill teams and embed LLM-powered tools into frontline workflows
Benefits
- Equity
- Performance-related bonus
- Medical, dental, and vision insurance with HSA employer contributions
- Health FSA, Dependent Care FSA, and commuter pre-tax accounts
- 401(k) with employer match
- Paid parental leave
- Paid medical and caregiver leave
- Flexible PTO
- 13+ paid company holidays and company office closures
- 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 support
- Charitable donation matching and wellness stipends
