About the RoleWe are seeking a Support Operations Manager 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 manager 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.
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 management, including commercial ownership, capacity planning and workforce management, QBRs, and performance 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 coaching, driving accountability, and improving performance 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.
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.
