Product Engagement Specialist, 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 groups to support customers at scale.

As a Product Engagement Specialist on the User Operations team, you will build systems that make product launches and frontline feedback more scalable, measurable, and actionable across internal User Operations and external third-party teams. You will manage project timelines while designing and shipping workflows, tooling, and data systems that connect user feedback to improvements for Product and Engineering teams.

This role is based in San Francisco, California, and follows a hybrid work model requiring three days in the office per week.

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 and Engineering teams.
• Advocate for user needs and pain points in product and engineering discussions.
• Collaborate with Product, Engineering, Marketing, and Operations teams to align on product launch goals and timelines.
• Document and standardize launch procedures so they are repeatable and scalable as the product line grows.
• Monitor post-launch performance and gather data from support teams to evaluate product impact and inform future improvements.
• Identify risks and challenges during product rollouts and propose solutions to mitigate disruptions to customer service.
• Report on feedback-loop performance, including key insights, trends, and actionable recommendations for the product roadmap.

Requirements

• Experience coordinating product launches, particularly within an internal or external customer support environment.
• Experience in product management, technical program management, or a similar hands-on role taking ambiguous problems from discovery through delivery and adoption.
• Ability to work cross-functionally and build relationships with Product, Engineering, and Operations teams.
• Technical fluency in APIs, integrations, data flows, analytics, automation, or lightweight scripting.
• Experience translating customer feedback into strategic product insights.
• Strong organizational skills and the ability to manage multiple projects with competing deadlines.
• Excellent communication skills, including the ability to explain technical concepts and customer pain points to diverse audiences.
• Proactive ownership of initiatives from ideation through implementation and post-launch analysis.
• Comfort working in a fast-paced environment with shifting priorities.
• A data-driven mindset, using metrics and feedback to guide decisions and optimize processes.

Benefits

• Base salary of $216,000–$240,000 per year, plus equity.
• 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, paid company holidays, office closures, and sick or safe time as required by law.
• Mental health and wellness support.
• Employer-paid basic life and disability coverage.
• Annual learning and development stipend.
• Daily office meals and eligible meal delivery credits.
• Relocation support for eligible employees.
• Additional benefits may include charitable donation matching and wellness stipends.

OpenAI is an equal opportunity employer committed to providing reasonable accommodations to applicants with disabilities. Background checks are administered in accordance with applicable law.