The opportunity
The Ads Support Delivery team is responsible for helping successfully operate and grow on our Ads product. This includes technical guidance, troubleshooting complex delivery and monetization issues, and partnering closely with Product, Engineering, Trust & Safety and…
What you'll do
Lead and support a team of Ads support engineers, ensuring they have the: tools, clarity, and coaching needed to operate at a high bar in a technically complex domain.
Set clear expectations and operating standards, run recurring performance: reviews, and build development plans that grow both technical depth (ad tech fluency) and customer-facing excellence.
Design and continuously improve support coverage for ad buyers, ensuring the: team can diagnose delivery issues and monetization and integration issues with equal rigor.
Act as the bridge between Support Delivery, Engineering, Product, and: Go-To-Market teams. Drive alignment on priorities, escalation paths, launch readiness, tooling improvements and mechanisms to reduce repeated customer pain points.
Partner with engineering teams to resolve complex customer issues, while: generating valuable insights to inform product development and GTM strategies.
Handle escalated customer or partner engagements with professionalism,: ensuring OpenAI is well-represented in challenging situations and complex builds.
What they're looking for
- Contribute to the development of innovative strategies that drive the: efficiency, scalability, and growth of the user operations team, aligning with organizational goals.
- Partner with Product and Engineering on Ads launches and changes to ensure: support readiness (playbooks, known issues, tooling, training). Proactively identify rollout risks and ensure support feedback loops influence product decisions.
- Have 12+ years of experience in Support Delivery, Customer Operations, Ads: Operations, or similar environments, including 6+ years of direct people management.
- Have experience supporting advertising products and workflows, with: demonstrated understanding of advertiser needs.