Support Operations Manager

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. OpenAIs customers represent a range of diverse backgrounds and maturity from early-stage startups to established global enterprises. Given OpenAIs 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 Manager who is equal parts builder strategist and operator. Youll own daily service health automation programs partner/vendor performance and the tooling/systems that power them. User Operations is building the first truly AI-native support organization and this role is part of that transformation. As a member of the User Operations team youll be expected to not only deliver high-quality service and operations but also to help scale itby identifying opportunities to reduce manual effort experimenting with internal tools like Deep Research Codex and CustomGPTs and contributing to how we operationalize AI across millions of users.

This is not a traditional support operations manager role. Were looking for people 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.

In this role you will:

• Directly lead and evolve three subfunctionsfrontline delivery operations partner/BPO management and systems & toolingcoaching them to push automation boundaries and deliver measurable capacity gains.

• Prototype quicklyleveraging ChatGPT Jupyter notebooks Retool and other toolsto prove value before hardening with Engineering.

• Drive endtoend service governance for our partner/vendor teams: track automation rate costtoserve firstresponse time productivity CSAT and backlog burn. Negotiate outcomebased BPO contracts and run datadriven QBRs that reward automation not seat count.

• Act as the opinionated gatekeeper for how work gets done killing oneoff fixes in favour of reusable datavisible systems.

• Upskill a traditionally (in industry) nontechnical teampairprogramming with ChatGPT running brownbags on agent orchestration and mentoring operations whove never shipped code.

• Partner closely with Automations Engineering Support Engineering and Fraud & Risk to weave LLM tooling into every frontline workflow.

You might thrive in this role if you:

• Have 8 years leading support operations teams and delight in coaching and driving accountability raising the bar on performance and automation adoption.

• Build over buy - we want to leverage the flexibility and access that comes with working at OpenAI. You can hack Python SQL Retool or shell scripts with an LLM copiloteven when youre learning the syntax on the fly.

• Think in systems not tickets. Bottlenecks make you itch; you default to rootcause mapping and reusable architectures.

• Have a background in data science or data architecturefamiliar with designing schemas validating data quality and applying statistical methods to turn raw signals into actionable insights.

• Chase outcomes not neatness. You measure success in seconds saved and dollars avoided not in perfect documentation (though you value it).

• Stay ruthlessly curious. You ask Could an agent do this before assigning a human.

• Have seen hypergrowth. Youve scaled support trust & safety or similar ops in a highvelocity tech company without letting quality slip.

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 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 we do not discriminate on the basis of race religion color national origin sex sexual orientation age veteran status disability genetic information or other applicable legally protected characteristic.

For additional information please see OpenAIs Affirmative Action and Equal Employment Opportunity Policy Statement.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law including the San Francisco Fair Chance Ordinance the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct adverse and negative relationship with the following job duties potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary confidential and non-public addition job duties require access to secure and protected information technology systems and related data security obligations.

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