Support Vendor 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 own the health, performance and scalability of multiple support partner and vendor relationships. You will manage SLA/KPI performance, run WBRs and QBRs, drive remediation plans, serve as the escalation point for vendor issues, partner on contract and staffing levers, and produce executive-ready reporting. Travel of 1-2 weeks 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 including QBRs, SLA/KPI design and remediation plans
- Awareness of workforce planning approaches such as forecasting and capacity models
- Strong analytical and operational rigor
- Familiarity with support tooling such as Salesforce Service Cloud
- Strong communication skills and executive presence
- Comfort in fast-paced, ambiguous environments
Responsibilities
- Own oversight, relationship health and accountability for multiple support vendors/BPOs
- Define and manage SLA/KPI expectations, run WBRs/QBRs and drive turnaround plans
- Serve as primary escalation point for vendor issues including incidents, surge events and quality regressions
- Partner on contract levers, staffing commitments and service scope changes
- Produce decision-ready reporting on vendor health, capacity risk and scaling constraints
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
