Support Delivery Lead, Ads

Details

OpenAI’s User Operations team shepherds our customers' adoption of AI and ensures an exceptional product experience. The Support Delivery Lead, Ads will build and scale a Support Engineering team that collaborates with strategic enterprise accounts, product and engineering teams, and field teams to resolve technically difficult issues. The team will provide global 24x7 technical coverage and handle high-difficulty situations. This role is based in San Francisco, CA and follows a hybrid work model (3 days in office per week). Relocation assistance is offered to new employees.

Responsibilities

• Build and lead a team of technical and troubleshooting experts; act as the last line of defense before core Engineering.
• Partner with engineering and customer teams to build systems to resolve escalated issues; engage with senior leaders internally or with customers and coordinate resources across multiple teams.
• Operationalize learnings from customer issues at scale; iterate on internal processes with Engineering/Go-To-Market/vendor partners, influence product roadmaps, and improve customer experience with support.
• Manage scaling and operations of the team to deliver 24x7 global coverage, including holidays and weekends based on business needs.
• Build strong relationships with customers to ensure their application's success.
• Ensure the team assists broadly beyond the core remit when needed.
• Participate in the broader leadership team in Support and contribute to building across the organization.

Requirements

• Strong background in Ads support and Ads technology, with technical depth to lead troubleshooting of complex customer integrations and production issues at scale.
• 10+ years of experience leading technical support engineering or software engineering teams, ideally in high-scale or fast-paced environments.
• 15+ years of experience in technical support engineering or software engineering.
• Experience leading highly skilled engineering teams; comfortable empowering senior ICs while setting a clear technical and operational direction.
• Deep technical experience in application development or infrastructure, paired with strong instincts for operational systems and customer reliability.
• Proven ability to influence engineering and product roadmaps through support-driven insights; strong cross-functional partnership skills.
• Automation-first approach and track record implementing tooling or processes that scale support impact through AI and systems thinking.
• Ability to operate in ambiguous environments and balance strategic leadership with hands-on technical involvement when needed.
• Energized by customer impact and experienced building trust with strategic accounts during critical issues or transformation.

Benefits

• Base salary range listed for the role; total compensation also includes equity and potential performance-related bonuses.
• Medical, dental, and vision insurance with employer contributions to Health Savings Accounts.
• Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses.
• 401(k) retirement plan with employer match.
• Paid parental leave, paid medical and caregiver leave.
• Paid time off (flexible PTO for exempt employees; up to 15 days annually for non-exempt employees).
• 13+ paid company holidays and multiple coordinated company office closures, plus 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 meals in offices and meal delivery credits as eligible.
• Relocation support for eligible employees.
• Additional taxable fringe benefits (charitable donation matching, wellness stipends) as applicable.