Product Engagement Manager, User Operations

Details

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 early-stage startups to established global enterprises.

About the role

As a Product Engagement Manager on the User Operations team, you will lead a team of Product Engagement Specialists responsible for ensuring smooth, successful product launches across internal and external teams. You’ll be the glue connecting product teams and support operations, equipping teams with the tools and knowledge needed to support new product rollouts.

You’ll build scalable feedback loops that capture the voice of the user and translate insights into actionable product improvements, and ensure that frontline teams have the knowledge and skills to deliver accurate, delightful customer interactions at scale.

We’re looking for someone who thrives at the intersection of product management, team enablement, and customer advocacy, and who enjoys working cross-functionally in a fast-paced, evolving environment. This person will manage the day-to-day work while also helping architect the systems needed to scale it.

The successful candidate will be a leader-coach who can lead a small team while continuing to perform individual contributor work.

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.

Responsibilities

• Lead a team coordinating product launches across internal and external teams, ensuring seamless execution and support readiness.
• Set the team’s strategy and priorities, translate them into clear goals and quality standards, and allocate capacity to deliver against them.
• Build a high-performing team through ongoing coaching, feedback, development, and performance management.
• Build scalable feedback loops between support, Product, and Engineering so customer insights inform product development and strategy.
• Advocate for users by representing their needs and pain points in product and engineering discussions.
• Partner with Product, Engineering, Marketing, and Operations to align on launch goals and timelines.
• Monitor post-launch performance and gather support data to assess product impact and inform improvements.
• Document and standardize launch procedures to make them repeatable and scalable.
• Identify launch risks and propose solutions that minimize disruption to customers.
• Report on feedback-loop performance, including key insights, trends, and recommendations for the product roadmap.

Requirements / What will help you thrive

• Experience leading product enablement or launch-readiness functions at scale, particularly in a customer support environment.
• Experience shipping tooling or automations that reduced manual work and scaled beyond a single team (workflows, dashboards, scripted automation, lightweight pipelines).
• Experience in product management with automation and tool development, using metrics and feedback to improve decisions and processes.
• Demonstrated ability to build strong cross-functional relationships with Product, Engineering, and Operations teams.
• Passion for customer advocacy and ability to translate customer feedback into strategic product insights.
• Highly organized and able to manage multiple projects with competing deadlines.
• Ability to communicate technical concepts and customer pain points clearly to diverse audiences.
• Experience taking ownership of initiatives from ideation through implementation and post-launch analysis.
• Comfort working in a fast-paced environment with shifting priorities.

Benefits & Compensation Highlights

• Base salary range: $216,000 – $240,000 (role summary provided by employer). Total compensation may include equity and performance-related bonuses.
• Medical, dental, and vision insurance with employer contributions to Health Savings Accounts.
• Pre-tax accounts (Health FSA, Dependent Care FSA, commuter benefits).
• 401(k) retirement plan with employer match.
• Paid parental leave, paid medical and caregiver leave, and paid time off (flexible PTO for exempt employees; up to 15 days annually for non-exempt employees).
• 13+ paid company holidays and periodic company office closures.
• Mental health and wellness support; employer-paid basic life and disability coverage.
• Annual learning and development stipend.
• Daily meals in offices and meal delivery credits as eligible.
• Relocation support for eligible employees.

Additional notes

• Background checks will be administered in accordance with applicable law.
• OpenAI is an equal opportunity employer and provides reasonable accommodations to applicants with disabilities.