Support Vendor Manager, APAC
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 own the health, performance and long-term scalability of multiple support partner and vendor relationships. You will manage SLAs and KPIs, run WBRs and QBRs, lead remediation plans, act as the escalation point for vendor issues, partner on contract and staffing governance, and produce decision-ready reporting for leadership. The role is based in Singapore with a hybrid model and 1-2 weeks of travel per quarter may be required.
Requirements
- 5+ years in vendor/BPO operations management, support operations, or partner performance leadership
- Proven ability to run vendor governance: QBRs, SLA/KPI design, escalation paths, remediation plans
- Awareness of and some experience with workforce planning approaches
- Strong analytical and operational rigor
- Familiarity with support tooling such as Salesforce Service Cloud or similar
- Strong communication skills and executive presence
- Comfort operating in fast-paced, ambiguous environments
Responsibilities
- Own day-to-day oversight and relationship health for multiple support vendors and BPOs
- Define and manage SLA and KPI expectations, run WBRs and QBRs, and drive turnaround plans
- Serve as primary escalation point for vendor incidents, surge events, quality regressions and continuity risks
- Partner on contract levers, staffing commitments, service scope changes and operational cadences
- Produce decision-ready reporting on vendor health, capacity risk and scaling constraints
