The opportunity
OpenAI’s User Operations team shepherds our customer’s adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team.
What you'll do
Build and lead a team of the foremost technical and troubleshooting experts: at OpenAI. You are the last line of defense before the core Engineering team.
Partner with engineering and customer teams to build out our systems to: ensure that we resolve escalated issues. You will engage with senior leaders internally or with customers and coordinate resources across multiple teams as needed.
Take learnings from resolving customer issues and operationalize those: solutions at scale, iterating on internal processes with Engineering/Go-To-Market/vendor partners, influencing product roadmaps, and improving overall customer experience with support.
Manage scaling and operations of the team in order to deliver 24x7 coverage: globally, including holidays and weekends based on business needs.
Build strong relationships with our customers to ensure their application’s success.
Ensure the team is assisting broadly where needed beyond the ‘core remit’ of the team
What they're looking for
- Be a part of the broader leadership team in Support. You will have the: opportunity to build not just within this team, but across the organization.
- Have 5+ years of experience leading and managing technical support: engineering or software engineering teams, ideally in high-scale or fast-paced environments.
- Have 10+ years of experience in technical support engineering or software engineering
- Have experience leading highly skilled engineering teams and are comfortable: empowering senior ICs while setting a clear technical and operational direction.
