The opportunity
OpenAI’s User Operations team helps customers adopt AI successfully and get exceptional value from our products. We resolve complex issues, provide technical guidance, and partner with Sales, Technical Success, Product, Engineering, Security, and other teams to deliver an excellent customer experience at scale.
What you'll do
Build and lead a team of highly skilled support engineers, setting clear: expectations and creating an environment in which people can do their best work and grow.
Set the technical and operational direction for Government Support Delivery,: including service standards, success measures, team practices, and coverage planning.
Serve as a senior escalation point for complex and high-impact customer: issues, coordinating the right experts across OpenAI and communicating clearly with customer and internal leaders.
Develop a support model that meets the needs of U.S. Government agencies and: other public-sector customers, including organizations operating under FedRAMP requirements.
Build trusted relationships with strategic customers and represent OpenAI: with professionalism, discretion, and sound judgment during critical issues.
Partner with Product, Engineering, Security, Technical Success, and: customer-facing teams to improve escalation paths, launch readiness, product quality, and the overall customer experience.
What they're looking for
- Turn recurring customer issues into scalable solutions through better: processes, documentation, training, self-service resources, automation, and product improvements.
- Help scale global support operations, including on-call, holiday, and weekend: coverage based on business needs, while contributing to the broader Support Delivery leadership team.
- + years of experience in technical support engineering, software engineering,: customer engineering, site reliability, infrastructure, or a related technical field.
- + years of experience leading technical support engineering, customer: engineering, or software engineering teams in high-scale, security-sensitive, or fast-moving environments.
