Product Engagement Manager, User Operations

Details

The Support team ensures that customers have an exceptional experience with OpenAI products by resolving complex issues, providing technical guidance, and helping customers maximize product value and adoption. The team works closely with Sales, Technical Success, Product, Engineering, and other teams to support customers at scale.

As a Product Engagement Manager on the User Operations team, you will lead a team of Product Engagement Specialists responsible for successful product launches across internal and external teams. You will connect product teams and support operations, equip teams with the tools and knowledge needed for new product rollouts, and build scalable feedback loops that capture the voice of the user and translate insights into product improvements.

This role combines product management, team enablement, customer advocacy, and systems design. The successful candidate will be a leader-coach who manages a small team while continuing to perform individual contributor work. The role is based in San Francisco, California, and follows a hybrid work model with three days in the office per week.

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 a Voice of the User program with scalable feedback loops between Support, Product, and Engineering before and after launches.
• 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

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

Company Information

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. OpenAI is an equal opportunity employer and provides reasonable accommodations to applicants with disabilities. Background checks are administered in accordance with applicable law.

Benefits

• Base salary range of $279,000–$310,000 per year.
• Equity, with performance-related bonuses for eligible employees.
• Medical, dental, and vision insurance, with employer contributions to Health Savings Accounts.
• Pre-tax accounts for health, dependent care, and commuter expenses.
• 401(k) retirement plan with employer match.
• Paid parental, medical, and caregiver leave.
• Paid time off, company holidays, office closures, and applicable sick or safe time.
• Mental health and wellness support.
• Employer-paid basic life and disability coverage.
• Annual learning and development stipend.
• Daily meals in offices and eligible meal delivery credits.
• Relocation support for eligible employees.
• Additional taxable fringe benefits, including charitable donation matching and wellness stipends, may be provided.