Support Operations Manager

Details

The Support team works to ensure an exceptional customer experience by resolving complex issues, providing technical guidance, and helping customers maximize value and adoption. The team collaborates with Sales, Technical Success, Product, Engineering, and other groups to deliver support at scale. As OpenAI continues to ship rapidly and grow, automation systems and agentic workflows are central to maintaining support quality.

The Support Operations Manager will combine operational leadership, systems thinking, vendor management, and hands-on execution. This role owns service health, automation programs, and partner and vendor management, while identifying opportunities to reduce manual work, experimenting with tools, and helping operationalize AI across support at scale. The role operates at the intersection of team and project management, systems building, data science and engineering, and support operations.

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

Responsibilities

• Lead and evolve organizational design for frontline operations across partner and vendor management.
• Coach teams to expand automation and deliver measurable capacity gains.
• Lead multi-site partner management, including commercial ownership, capacity planning, workforce management, quarterly business reviews, and performance recovery.
• Own end-to-end service governance for partner and vendor teams, including automation rate, cost to serve, first-response time, productivity, and quality.
• Establish standards for work at scale, replacing one-off fixes with reusable systems.
• Upskill teams and partner with Automation Engineering, Support Engineering, and Fraud & Risk to embed LLM-powered tools into frontline workflows.

Requirements

• 8+ years of experience leading support operations teams.
• A strong track record of coaching, driving accountability, and improving performance and automation adoption at scale.
• Ability to manage a team while remaining hands-on in solving ambiguous operational problems.
• Fluency in operational data and technical collaboration, including defining metrics, interpreting dashboards, designing experiments, and partnering with engineering and data teams to turn ambiguous support problems into scalable systems.
• Systems-oriented approach using process design, data, tooling, and automation to reduce manual work and create durable capacity.
• Ability to partner credibly with technical teams and translate support needs into clear requirements, while owning problem definition, adoption, change management, and operational outcomes.
• Experience building structure in a high-growth environment where the support model, tooling, and partner strategy are evolving.
• Experience scaling support operations through organizational design and tooling in a high-growth technology company without compromising quality.

Benefits

• Equity, performance-related bonuses for eligible employees, and benefits including medical, dental, and vision insurance.
• Health Savings Accounts, flexible spending accounts, commuter benefits, and a 401(k) plan with employer match.
• Paid parental, medical, caregiver, sick, and safe leave.
• Paid time off, company holidays, and coordinated office closures.
• 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 taxable fringe benefits, such as charitable donation matching and wellness stipends.