Technical Program Manager, Support Delivery
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 Tier 3 support delivery programs for strategic customers, including productivity, workflow improvements, team operations and knowledge management. You will design strategy for internal support initiatives, run pilots and rollouts, coordinate with build owners, and scale tools, automation and AI-powered workflows to improve support quality. The role is hybrid in San Francisco, 3 days per week in office.
Requirements
- 8+ years of experience in program management, operations or support engineering
- Shipped or maintained tools and automations such as dashboards, ETL pipelines, low-code apps
- Use ChatGPT and LLMs to turn ideas into working code or queries
- Cross-functional relationship building with Product, Engineering and Operations
- Exceptional communication, organization and problem-solving skills
- High ownership mindset and comfort with ambiguity
Responsibilities
- Lead support delivery programs for Tier 3 frontline delivery for strategic customers
- Partner with cross-functional leadership to define the experience, stand up programs, manage pilots and rollout
- Lead strategy and program design for internal support initiatives
- Coordinate requirements, implementation and iteration with build owners and systems partners
- Lead projects to identify, implement and scale tools and automation
- Scale AI-powered workflows across support operations using automation, LLMs and internal tooling
- Identify opportunities for improvement and reduce friction
- Help shape the vision and strategy of a new team
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 up to 24 weeks for birth parents and 20 weeks for non-birthing parents
- 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 support
- Charitable donation matching and wellness stipends