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
Lead support delivery programs for Tier 3 frontline delivery for our most: strategic customers, including productivity and workflow improvements, team operations, and knowledge management for the Support Delivery team
Partner with Support Delivery and cross-functional leadership to define the: experience, stand up the program, manage pilots and rollout, and ensure premium operations and playbooks stay healthy over time
Lead strategy and program design for internal support initiatives, including: specialization programs, quality initiatives, community support, product reliability and launch supportability
Coordinate requirements, implementation, and ongoing iteration with internal build owners and systems partners
Lead projects to identify, implement, and scale tools and automation that: improve customer support efficiency and effectiveness
Identify and scale practical AI-powered workflows across support operations,: using automation, LLMs, and internal tooling to reduce manual work, improve resolution quality, and help the team operate more effectively at scale
What they're looking for
- Collaborate across teams to identify opportunities for improvement, reduce: friction, and enhance overall customer satisfaction
- Help shape the vision and strategy of a new team, contributing to its: long-term success and influence across the organization
- Have 8+ years of experience in program management, operations, or support: engineering, with a focus on building scalable processes and tooling
- Have shipped or maintained tools and automations (dashboards, ETL pipelines,: low-code apps) that eliminated manual work and scaled beyond a single team
