User Operations Lead

About the Team

The Customer Support Engineering team is dedicated to solving some of the most complex problems faced by our diverse customers ranging from earlystage startups to established global enterprises. Our mission is to ensure developers and enterprises can reliably build missioncritical solutions using OpenAI models. We provide technical guidance troubleshoot complex issues through support tickets and Slack messages and partner closely with Technical Success Product and Engineering teams to resolve challenges and deliver the best possible customer experience at scale. By supporting customers in maximizing value and adoption we help them deploy our highlycapable models effectively and successfully.

About the Role:

As a User Operations Team Lead at OpenAI you will play a critical role in overseeing a dynamic team of Customer Support Engineers. Your leadership will ensure that team members are wellsupported and able to perform at their highest potential. You will conduct performance reviews and manage general performance fostering a culture of excellence and collaboration within and across teams.

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.

Key Responsibilities:

• Team Leadership & Development: Lead and support a team of customer support engineers ensuring they have the tools guidance and mentorship needed to excel. Foster a highperformance culture by removing operational roadblocks coaching team members and investing in upskilling initiatives.

• Performance Management: Conduct regular performance reviews provide actionable feedback and implement tailored development plans to enhance both individual and team growth driving excellence across the board.

• CrossFunctional Collaboration: Act as a bridge between the team and other departments facilitating seamless communication and ensuring collaborative success on crossfunctional initiatives.

• Project Ownership: Oversee and actively contribute to user operations projects representing the generalist teams in leadership discussions and ensuring the successful of key initiatives.

• Strategic Planning: Contribute to the development of innovative strategies that drive the efficiency scalability and growth of the user operations team aligning with organizational goals.

• CustomerCentric Problem Solving: Partner with engineering teams to resolve complex customer issues while generating valuable insights to inform product development and GTM strategies.

• Escalation & Representation: Handle escalated customer or partner engagements with professionalism ensuring OpenAI is wellrepresented in challenging situations and complex builds.

Qualifications:

• More than 5 years of leadership experience ideally in a Support IT Engineering or similar environment.

• Strong interpersonal and communication skills with the ability to inspire and motivate a team.

• Excellent project management skills with a track record of successfully leading crossfunctional projects.

• Strategic thinking with the ability to contribute to highlevel planning and decisionmaking.

• A collaborative mindset with the ability to work effectively across various departments.

• Familiarity with data science concepts and the ability to translate complex data insights into actionable business strategies.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that generalpurpose 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 and to achieve our mission we must encompass and value the many different perspectives voices and experiences that form the full spectrum of humanity.

We are an equal opportunity employer and do not discriminate on the basis of race religion national origin gender sexual orientation age veteran status disability or any other legally protected status.

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For US Based Candidates: Pursuant to the San Francisco Fair Chance Ordinance we will consider qualified applicants with arrest and conviction records.

We are committed to providing reasonable accommodations to applicants with disabilities and requests can be made via thislink.

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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.