Description
Job Posting
Support Partner Manager
Location
San Francisco
Employment Type
Full time
Location Type
Hybrid
Department
Compensation
- $234K – $260K • Offers Equity
The base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. If the role is non-exempt, overtime pay will be provided consistent with applicable laws. In addition to the salary range listed above, total compensation also includes generous equity, performance-related bonus(es) for eligible employees, and the following benefits.
- Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
- Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
- 401(k) retirement plan with employer match
- Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
- Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
- 13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time (1 hour per 30 hours worked, or more, as required by applicable state or local law)
- Mental health and wellness support
- Employer-paid basic life and disability coverage
- Annual learning and development stipend to fuel your professional growth
- Daily meals in our offices, and meal delivery credits as eligible
- Relocation support for eligible employees
- Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided.
More details about our benefits are available to candidates during the hiring process.
This role is at-will and OpenAI reserves the right to modify base pay and other compensation components at any time based on individual performance, team or company results, or market conditions.
About the Team
The Support team is central to ensuring that our customers' experience with our products is nothing short of exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering and others to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises. Given OpenAI’s breakneck shipping cadence and growth – and the expectation that it will only accelerate – our ability to architect automation systems and agentic workflows for scale is central to our ability to maintain exceptional support quality in the face of AGI.
About the Role
As a Support Partner Manager (Vendor Manager), you will own the health, performance, and long-term scalability of multiple support partner and vendor relationships. This is a vendor leadership role first and foremost: you will drive commercial and operational accountability (SLAs, QBRs, escalation paths, remediation plans), while also building the operating model that enables support to scale without linear headcount growth.
A core component of this role (approximately 25–30%) is establishing how we do Workforce Management (WFM) across both internal teams and external BPO partners. This is not an intraday scheduling or WFM analyst role. Instead, you will define the frameworks, standards, and systems for forecasting, capacity planning, staffing strategy, and performance-to-plan—then partner with Operations, Data, Systems/Tooling, and vendor leaders to implement and run them.
You’ll collaborate closely with User Operations teams (e.g., Trust & Safety, Fraud & Risk), Systems/Tooling, Data partners, and Product/PM stakeholders as we launch new workflow and launch and scale new programs.
In this role you will drive:
- End-to-end vendor leadership: Own day-to-day oversight, relationship health, and executive-level accountability for multiple support vendors/BPOs.
- Performance management & remediation: Define and manage SLA/KPI performance expectations, run WBRs/QBRs, identify performance gaps, and drive structured turnaround plans with clear owners and timelines.
- Escalation and risk management: Serve as the primary escalation point for vendor issues, including incident response, surge events, quality regressions, and continuity risks; ensure vendors have strong operational controls and playbooks.
- Commercial and operational governance: Partner on contract levers, staffing commitments, service scope changes, and operational cadences; ensure governance mechanisms produce measurable outcomes.
- Workforce Management (WFM) operating model design (25 - 30%):
- Establish the WFM approach across internal and BPO teams (forecasting, capacity planning, staffing assumptions, coverage standards).
- Stand up a consistent planning cadence tied to business drivers (weekly/monthly/quarterly) and ensure partners operate to it.
- Operational reporting and executive narratives: Produce clear, decision-ready reporting on vendor health, capacity risk, and scaling constraints; translate operational signals into recommendations for leadership.
You might thrive in this role if you have:
- 5+ years in vendor/BPO operations management, support operations, or partner performance leadership in a scaled environment.
- Proven ability to run vendor governance: QBRs, SLA/KPI design, escalation paths, remediation plans, and cross-functional stakeholder management.
- Awareness of and some experience with workforce planning approaches—e.g., forecasting frameworks, capacity models, staffing strategies, and performance-to-plan systems. across global, multi-site support operations.