Strategy & Operations Programs, Support

Details

The User Operations team is responsible for delivering an exceptional customer experience by resolving complex issues, providing technical guidance, and helping customers maximize the value and adoption of OpenAI products. The team works closely with Sales, Technical Success, Product, Engineering, and other groups to support customers ranging from early-stage startups to global enterprises.

The role focuses on driving strategic and operational initiatives across OpenAI's customer support and user operations organization. It involves scaling, maturing, and optimizing support operations, enhancing the customer experience, and establishing the operational foundations needed to support business growth. The position requires strategic planning, execution, innovation, and the development of new approaches to customer support in the context of rapidly advancing AI technology.

Responsibilities

• Drive the ideation and operationalization of new support systems, processes, and programs.
• Collaborate with leaders to identify, evaluate, and prioritize strategic and operational initiatives aligned with company goals and organizational objectives.
• Work with Product, Engineering, and Data teams to identify and address operational challenges and scaling opportunities within the support organization, including automation, process optimization, and enhanced self-service options.
• Analyze the critical drivers of support operations and identify opportunities for optimization and innovation.
• Partner with go-to-market, Product, and Partnerships teams to launch new initiatives, assess strategic impacts, execute operational components, and drive change management.

Requirements

• 8+ years of experience in operations, strategy, and consulting, including at least 5 years building and leading customer-facing operations.
• A history of high-impact work in a technical environment.
• Ability to leverage emerging technologies and concepts that are not yet established.
• Ability to operate at multiple levels, from discussing strategy and vision with executives to troubleshooting operations with individual contributors.
• Extensive experience taking end-to-end ownership of large, ambiguous problems and breaking them down into clear, actionable plans.
• Direct experience engaging executives and senior leaders to influence and drive strategic decisions.
• Strong analytical skills, including data modeling and operational forecasting.
• Excellent communication, collaboration, and stakeholder-influence skills.
• Ability to thrive in ambiguous and rapidly changing environments while creating program structure.
• Passion for technology, AI, and customer service, with enthusiasm for the transformative impact of AI on business and society.

Benefits

• Equity and performance-related bonuses for eligible employees.
• Medical, dental, and vision insurance, with employer contributions to Health Savings Accounts.
• Pre-tax Flexible Spending Accounts, dependent care, and commuter benefits.
• 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.
• 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. Background checks and reasonable accommodations are handled in accordance with applicable laws and policies.