Service Designer, Support

Details

The User Operations team supports customers by resolving complex issues, providing technical guidance, and helping customers maximize value and adoption from OpenAI products. The team works closely with Sales, Technical Success, Product, Engineering, and other groups to deliver an exceptional customer experience at scale.

As a hands-on individual contributor within User Operations, the Service Designer will improve how customers get help across OpenAI's products by connecting customer needs with the people, processes, and systems that shape the support experience. The role owns projects from discovery through implementation, including researching customer and team needs, mapping support journeys, designing improved workflows, leading cross-functional execution, and measuring outcomes.

Responsibilities

• Work with User Operations teams to design, execute, and report on research, identify opportunities, and improve OpenAI's support journeys.
• Collaborate with Engineering, Product, Support Delivery, and Operations to prioritize opportunities where research can improve product and process decisions and enhance customer experiences.
• Present research findings and recommendations, manage stakeholders, influence decisions, and partner with teams through execution.
• Own the end-to-end research and operationalization process, including stakeholder meetings, insight analysis, project scoping, and execution leadership.
• Map customer journeys across product and support interactions, suggest enhancements, and lead teams in operationalizing insights.

Requirements

• 8+ years of relevant experience in service design or closely related roles, with demonstrated ownership of service improvements from research through implementation and evaluation.
• Bachelor's degree in Service Design, Interaction Design, Human-Computer Interaction, Human Factors, or a related field, or equivalent practical experience.
• Strong qualitative research and synthesis skills, with the ability to combine customer insights with operational data.
• Experience designing across customer touchpoints, internal workflows, and systems, including handoffs between teams.
• Proven experience leading ambiguous projects spanning product, engineering, and support operations teams and turning them into practical solutions.
• Clear written, verbal, and visual communication skills, including the ability to explain design decisions, navigate tradeoffs, and build alignment across varying levels of seniority.
• A hands-on approach and the persistence to follow work through rollout, adoption, and evaluation.

Work Arrangement

• Based in San Francisco, California.
• Hybrid work model with 3 days per week in the office.

Benefits

• Base salary of $216,000–$310,000 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, company holidays, office closures, and paid 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 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.