Product Engagement Specialist, User Operations

OpenAI, Inc.

Job Overview

Location

San Francisco

Job Type

Full-time

Full Job Description

📋 Description

• Design, build, and own scalable systems for launch readiness, feedback capture, triage, synthesis, and routing.
• Coordinate product launches across internal User Operations teams and external third-party teams to ensure seamless execution and support readiness.
• Develop and implement scalable feedback loops between support teams and product/engineering teams, ensuring customer insights are integrated into product development and strategy.
• Serve as the voice of the user, advocating for their needs and pain points in product and engineering discussions.
• Collaborate with cross-functional teams (e.g., Product, Engineering, Marketing, and Operations) to align on product launch goals and timelines.
• Lead efforts to document and standardize launch procedures, ensuring they are easily repeatable and scalable as the product line grows.
• Monitor post-launch performance, gathering data from support teams to evaluate product impact and inform future improvements.
• Identify potential risks and challenges during product rollouts, proposing solutions to mitigate disruptions to customer service.
• Regularly report on the performance of the feedback loop, including key insights, trends, and actionable recommendations for the product roadmap.

🎯 Requirements

• Have experience in product launch coordination, especially within a customer support environment (internal and/or external).
• Bring product management, technical program management, or similarly hands-on experience taking ambiguous problems from discovery through delivery and adoption.
• Enjoy working cross-functionally and are skilled at building relationships with Product, Engineering, and Operations teams.
• Are technically fluent in areas such as APIs, integrations, data flows, analytics, automation, or lightweight scripting, even if you are not a software engineer.
• Are passionate about customer advocacy and have experience translating customer feedback into strategic product insights.

🏖️ Benefits

• Competitive salary and benefits package.
• Hybrid work model of 3 days in the office per week.
• Relocation assistance to new employees.
• Opportunities for professional growth and development.
• Collaborative and dynamic 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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