Support Operations Manager

OpenAI, Inc.

Job Overview

Location

San Francisco

Job Type

Full-time

Full Job Description

📋 Description

• Lead and evolve organizational design for our frontline operations across partner and vendor management, coaching teams to expand automation and deliver measurable capacity gains.
• Lead multi-site partner management, including commercial ownership, capacity planning and workforce management, QBRs, and performance recovery.
• Own end-to-end service governance for partner and vendor teams, including automation rate, cost to serve, first-response time, productivity, and quality.
• Set standards for how work gets done at scale, replacing one-off fixes with reusable systems.
• Upskill teams and partner with Automation Engineering, Support Engineering, and Fraud & Risk to embed LLM-powered tools into frontline workflows.
• Have 8+ years of experience leading support operations teams and a strong track record of coaching, driving accountability, and improving performance and automation adoption at scale.
• Are comfortable managing a team while staying hands-on in solving ambiguous operational problems.
• Are fluent in operational data and technical collaboration, able to define metrics, interpret dashboards, design experiments, and partner with engineering and data teams to turn ambiguous support problems into scalable systems.
• Think in systems, using process design, data, tooling, and automation to reduce manual work and create durable capacity.
• Can partner credibly with technical teams and translate support needs into clear requirements, owning problem definition, adoption, change management, and operational outcomes.
• Are energized by building structure in a high-growth environment where the support model, tooling, and partner strategy are still evolving.
• Have scaled support operations through organizational design and tooling in a high-growth technology company without compromising quality.

🎯 Requirements

• 8+ years of experience leading support operations teams.
• Strong track record of coaching, driving accountability, and improving performance and automation adoption at scale.
• Ability to define metrics, interpret dashboards, design experiments, and partner with engineering and data teams.
• Experience with organizational design, process design, data, tooling, and automation.
• Ability to partner credibly with technical teams and translate support needs into clear requirements.

🏖️ Benefits

• Competitive salary.
• 3 days in the office per week.
• Relocation assistance.
• Health insurance.
• Retirement plan.
• Paid time off.
• Opportunities for professional growth and development.

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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