About the RoleWe're seeking a Program Manager to help build and scale live customer support experiences across User Operations. You'll work closely with Support Delivery, Product, Engineering, and operations teams to shape how we provide timely, high-quality support through live and real-time channels.
This role will own the programs, operating models, and cross-functional coordination needed to launch and improve live support as OpenAI's products and customer needs evolve.
In this role, you will:- Build and scale live support programs, including real-time customer support channels
- Define customer journeys, routing and escalation paths, service standards, coverage needs, and team-readiness requirements.
- Partner with Support Delivery, Product, Engineering, Data, and other cross-functional teams to align on tools, processes, and customer experience.
- Identify opportunities to improve support quality, response times, capacity, and operational efficiency.
- Help establish the staffing, training, and operational mechanisms needed to support new live-support capabilities.
- Use AI and automation thoughtfully to improve agent workflows while preserving a high-quality human support experience.
- Track program performance and translate operational insights into clear recommendations for leadership.
You might thrive in this role if you:- Have 8+ years of experience in program management, customer support, support operations, service delivery, or related fields.
- Have experience launching, building, or scaling live support teams or programsUnderstand how to design scalable support operations, including service quality, escalation management, staffing readiness, and customer experience.
- Are comfortable partnering with technical and nontechnical teams to launch new capabilities and solve operational challenges.
- Can navigate ambiguity, take ownership of complex initiatives, and move quickly from strategy to execution.
- Have experience supporting complex technical products or customer-facing hardware; this background is a plus but not required.
