Description
Compensation
The base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The salary range for this role is $216K – $240K, which includes generous equity, performance-related bonus(es) for eligible employees, and the following benefits.
Benefits include:
- 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
- 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
About the Team
OpenAI’s User Operations team shepherds our customer’s adoption of AI and ensures that our customers' product experience is exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products.
About the Role
We are looking for a Support Program Manager to join our Support Delivery team. This role involves defining and implementing foundational support practices that will scale with OpenAI’s growth. You will lead efforts to establish new operational frameworks, drive process alignment with various internal teams, and lead tooling and automation projects.
Responsibilities
- Lead support delivery programs for Tier 3 frontline delivery for our most strategic customers
- Partner with Support Delivery and cross-functional leadership to define the experience, stand up the program, manage pilots and rollout, and ensure premium operations and playbooks stay healthy over time
- Lead strategy and program design for internal support initiatives
- Coordinate requirements, implementation, and ongoing iteration with internal build owners and systems partners
- Lead projects to identify, implement, and scale tools and automation that improve customer support efficiency and effectiveness
- Identify and scale practical AI-powered workflows across support operations
- Collaborate across teams to identify opportunities for improvement, reduce friction, and enhance overall customer satisfaction
- Help shape the vision and strategy of a new team, contributing to its long-term success and influence across the organization
Requirements
- 8+ years of experience in program management, operations, or support engineering, with a focus on building scalable processes and tooling
- Experience shipping or maintaining tools and automations that eliminated manual work and scaled beyond a single team
- Ability to treat ChatGPT & LLMs as default co-developers, rapidly turning natural-language ideas into working code or queries
- Excellent communication, organization, and problem-solving skills
- High ownership mindset with a bias toward action; comfortable operating in ambiguity, driving clarity, and rolling up their sleeves to get things done