The opportunity
The User Operations team (Support) is central to ensuring that our customers' experience with our products is nothing short of exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products.
What you'll do
Work with User Operations teams to design, execute, and report on research,: identify opportunities, and drive improvement to OpenAI’s support journeys.
Collaborate closely with Engineering, Product, Support Delivery, and: Operations to prioritize opportunities where research can improve product and process decisions and enhance customer experiences.
Demonstrate strong stakeholder management, influence, and communication: skills by presenting your research findings and recommendations, and partnering with teams through execution.
Own the end-to-end research and operationalization process, including meeting: with stakeholders, analyzing insights, scoping projects and leading execution.
Partner cross-functionally to map customer journeys, including product and: support interactions, suggest enhancements, and lead the team through operationalizing the insights
+ years of relevant experience in service design or closely related roles,: with demonstrated ownership of service improvements from research through implementation and evaluation.
What they're looking for
- A bachelor’s degree in Service Design, Interaction Design, Human-Computer: Interaction, Human Factors, or a related field, or equivalent practical experience.
- Strong qualitative research and synthesis skills and the ability to combine: customer insights with operational data.
- Experience designing across customer touchpoints, internal workflows, and: systems, including the handoffs between teams.
- Proven experience leading ambiguous projects that span across product,: engineering, and support operations teams into practical solutions.
