Product Engagement Specialist, User Operations

Details

The Support/User Operations team ensures customers get maximum value from OpenAI products by resolving complex issues, providing technical guidance, and driving adoption. This role focuses on building scalable systems that connect frontline feedback into actionable improvements for Product and Engineering.

About the Team

The Support team partners closely with Sales, Technical Success, Product, Engineering and other teams to deliver outstanding customer experiences at scale. OpenAI's customers range from early-stage startups to large global enterprises.

About the Role

As a Product Engagement Specialist on the User Operations team you will be a hands-on systems builder responsible for making product launches and frontline feedback more scalable, measurable, and actionable across internal User Operations and external third-party teams. You will design and ship workflows, tooling, and data systems that connect the voice of the user into actionable improvements for Product and Engineering.

This role is based in San Francisco, CA and follows a hybrid model (3 days in office per week). OpenAI offers relocation assistance to new employees.

Responsibilities

• Design, build, and own scalable systems for launch readiness, feedback capture, triage, synthesis, and routing.
• Coordinate product launches across internal User Operations teams and external third-party teams to ensure seamless execution and support readiness.
• Develop and implement scalable feedback loops between support teams and product/engineering teams to ensure customer insights inform product development and strategy.
• Serve as the voice of the user and advocate for customer needs and pain points in product and engineering discussions.
• Collaborate cross-functionally (Product, Engineering, Marketing, Operations) to align on launch goals and timelines.
• Document and standardize launch procedures to ensure repeatability and scalability.
• Monitor post-launch performance, gather support-team data to evaluate product impact, and inform future improvements.
• Identify risks and challenges during rollouts and propose solutions to mitigate service disruptions.
• Regularly report on feedback-loop performance, insights, trends, and actionable recommendations for the product roadmap.

Requirements / Qualifications

• Experience in product launch coordination, especially within a customer support environment (internal and/or external).
• Background in product management, technical program management, or similar roles that take ambiguous problems from discovery through delivery and adoption.
• Comfort working cross-functionally and building relationships with Product, Engineering, and Operations teams.
• Technical fluency in areas such as APIs, integrations, data flows, analytics, automation, or lightweight scripting (not required to be a software engineer, but expected to be technically fluent).
• Experience translating customer feedback into strategic product insights and advocacy.
• Strong organizational skills and ability to manage multiple projects with competing deadlines.
• Excellent communication skills and ability to articulate technical concepts and customer pain points to diverse audiences.
• Proactive ownership of initiatives from ideation through implementation and post-launch analysis.
• Comfortable working in a fast-paced environment with shifting priorities.
• Data-driven mindset; use metrics and feedback to guide decision-making and optimize processes.

Benefits

• Base pay varies by location, skills, and experience; listed range: $216,000–$240,000 (base). Offers equity and may include performance bonuses.
• Medical, dental, and vision insurance with employer contributions to Health Savings Accounts.
• Pre-tax accounts (Health FSA, Dependent Care FSA) and commuter benefits.
• 401(k) retirement plan with employer match.
• Paid parental leave and paid medical/caregiver leave.
• Paid time off (flexible PTO for exempt employees; up to 15 days annually for non-exempt employees), 13+ paid company holidays, and additional 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 fringe benefits (charitable donation matching, wellness stipends) as applicable.

About OpenAI

OpenAI is an AI research and deployment company focused on ensuring general-purpose AI benefits all of humanity. The company emphasizes safety, diverse perspectives, and inclusion. OpenAI is an equal opportunity employer and provides reasonable accommodations for applicants with disabilities.