Technical Program Manager, Support Delivery
San Francisco • FullTime
Posted 3mo ago
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
OpenAI is seeking a Technical Program Manager to join its Senior Support Engineering team. This role is pivotal in defining and implementing foundational support practices that will scale with OpenAI's growth. You will lead initiatives to establish new operational frameworks, drive process alignment with internal teams, and spearhead tooling and automation projects. This position offers a unique opportunity to significantly impact customer experience while collaborating across multiple departments 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 ensure operational playbooks remain effective.
- Lead strategy and program design for internal support initiatives, including 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 improved 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 improvements, 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 building 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.
- Ability to treat ChatGPT & LLMs as default co-developers, rapidly turning natural-language ideas into working code or queries.
- Strong cross-functional collaboration skills and ability to build relationships with Product, Engineering, and Operations teams.
- Ability to excel in a dynamic, high-impact team environment, creating structure and making meaningful contributions.
- Passion for 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, driving clarity, and getting things done.
Benefits
- Relocation assistance is available.