Support Operations Lead OpenAI

• 4.6 San Francisco, CA Job Details $279,000
• $310,000 a year 14 hours ago Benefits Relocation assistance Qualifications Cost management Managing technical support teams Performance dashboards Organization design Requirements design Project management experience in technology Managing teams in a customer support role Tooling Team leadership Coaching Automation software Design of experiments Process design Scalable systems Technical support Frontline customer support management 8 years Collaboration with product development teams Machine intelligence Technology management Vendor performance improvement Vendor relationship management Scalability Business operations Change management support (employee development activity) AI-driven automation Senior level Process management Leadership Full Job Description Support Operations•San Francisco 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 individual customers to early-stage startups and 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 We are seeking a Support Operations Lead who combines operational leadership, systems thinking, vendor management, and hands-on execution. You'll own service health, automation programs, partner and vendor management. In addition to delivering high-quality service, you'll identify opportunities to reduce manual work, experiment with tools and help operationalize AI across support at scale. This is not a traditional support operations lead role. We're looking for someone to help us define the future of support, who thrive at the intersection of team/project management, systems building, data science/engineering, and with deep craft experience in the support operations space. This role is based in San Francisco, CA. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees. 1-2 weeks of travel per quarter may be required. In this role, you will: 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 managementance 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. You might thrive in this role if you: Have 8+ years of experience leading support operations teams and a strong track record of coachingance 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. About OpenAI OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core the full spectrum of humanity. We are an equal opportunity employeration, or other applicable legally protected characteristic. Background checks for applicants will be administered in accordance with applicable lawation technology systems and related data security obligations. To notify OpenAI that you believe this job posting is non-compliant. No response will be provided to inquiries unrelated to job posting compliance. We are committed to providing reasonable accommodations to applicants with disabilities. At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology. Compensation $279K

• $310K + Offers Equity