Product Engagement Manager, User Operations

OpenAI, Inc.

Job Overview

Location

San Francisco

Job Type

Full-time

Full Job Description

📋 Description

• Lead a team coordinating product launches across internal and external teams, ensuring seamless execution and support readiness.
• Set the team’s strategy and priorities, translate them into clear goals and quality standards, and allocate capacity to deliver against them.
• Build a high-performing team through ongoing coaching, feedback, development, and performance management.
• Build scalable feedback loops between support, Product, and Engineering so customer insights inform product development and strategy.
• Advocate for users by representing their needs and pain points in product and engineering discussions.
• Partner with Product, Engineering, Marketing, and Operations to align on launch goals and timelines.
• Monitor post-launch performance and gather support data to assess product impact and inform improvements.
• Document and standardize launch procedures to make them repeatable and scalable.
• Identify launch risks and propose solutions that minimize disruption to customers.
• Report on feedback-loop performance, including key insights, trends, and recommendations for the product roadmap.

🎯 Requirements

• Have experience leading product enablement or launch-readiness functions at scale, particularly in a customer support environment.
• Have shipped tooling or automations that reduced manual work and scaled beyond a single team (workflows, dashboards, scripted automation, lightweight pipelines).
• Have experience in product management with automation and tool development, using metrics and feedback to improve decisions and processes.
• Build strong cross-functional relationships with Product, Engineering, and Operations teams.
• Are passionate about customer advocacy and can translate customer feedback into strategic product insights.
• Are highly organized and able to manage multiple projects with competing deadlines.
• Communicate technical concepts and customer pain points clearly to diverse audiences.
• Take ownership of initiatives from ideation through implementation and post-launch analysis.
• Thrive in a fast-paced environment with shifting priorities.

🏖️ Benefits

• We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.
• We offer relocation assistance to new employees.
• We provide a hybrid work model of 3 days in the office per week.
• We offer a competitive salary and benefits package.
• We provide opportunities for professional growth and development.
• We offer a dynamic and inclusive work environment.

Skills & Technologies

Hybrid

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OpenAI, Inc.

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About OpenAI, Inc.

OpenAI is a San Francisco-based artificial intelligence research and deployment company founded in 2015. It develops large-scale AI models such as GPT, DALL-E, and Codex, providing cloud APIs and consumer applications like ChatGPT. Originally established as a non-profit, it later created a capped-profit subsidiary to attract capital while maintaining its mission to ensure artificial general intelligence benefits all of humanity.

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