Support Program Manager, Support Delivery
San Francisco • FullTime
Posted 11d ago
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
OpenAI's User Operations team is seeking a Support Program Manager to join their Support Delivery team. This role is crucial for defining and implementing foundational support practices that will scale with OpenAI's growth. You will lead efforts to establish new operational frameworks, drive process alignment with internal teams, and manage tooling and automation projects. This position offers a significant impact on customer experience through cross-team collaboration in a fast-paced, evolving environment. The ideal candidate thrives at the intersection of project management, systems building, data science/engineering/software engineering, team enablement, and customer advocacy.
Responsibilities
- Lead support delivery programs for Tier 3 frontline delivery for strategic customers, focusing on productivity, workflow improvements, team operations, and knowledge management.
- Partner with leadership to define customer experience, establish programs, manage pilots and rollouts, and maintain operational health.
- Lead strategy and program design for internal support initiatives like specialization, quality, community support, and launch supportability.
- Coordinate requirements, implementation, and iteration with internal build owners and systems partners.
- Lead projects to identify, implement, and scale tools and automation for customer support efficiency.
- Identify and scale AI-powered workflows across support operations using automation and LLMs to reduce manual work and improve resolution quality.
- Collaborate across teams to identify improvement opportunities, reduce friction, and enhance customer satisfaction.
- Contribute to shaping the vision and strategy of a new team for long-term success and organizational influence.
Requirements
- 8+ years of experience in program management, operations, or support engineering, with a focus on scalable processes and tooling.
- Experience shipping or maintaining tools and automations (dashboards, ETL pipelines, low-code apps) that eliminated manual work and scaled beyond a single team.
- Treat ChatGPT & LLMs as default co-developers, rapidly turning natural-language ideas into working code or queries.
- Skilled at building relationships with Product, Engineering, and Operations teams.
- Excel in a dynamic, high-impact team environment.
- Passionate about using tools and automation to drive efficiency and improve customer outcomes.
- Exceptional communication, organization, and problem-solving skills.
- High ownership mindset with a bias toward action; comfortable operating in ambiguity and driving clarity.