Description
The Support team at OpenAI ensures that customers have an exceptional experience with their products. As a Support Vendor Manager, you will own the health, performance, and long-term scalability of multiple support partner and vendor relationships.
Responsibilities:
- 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.
- Commercial and operational governance: Partner on contract levers, staffing commitments, service scope changes, and operational cadences.
- Operational reporting and executive narratives: Produce clear, decision-ready reporting on vendor health, capacity risk, and scaling constraints.
Requirements:
- 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.
- Strong analytical and operational rigor.
- Familiarity with support tooling and operational systems.
- Strong communication skills and executive presence.