Support Program Manager, Live Support

Details

The User Operations team is responsible for delivering exceptional customer experiences 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 teams to support customers ranging from early-stage startups to global enterprises.

The Program Manager will build and scale live customer support experiences across User Operations. This role will work with Support Delivery, Product, Engineering, and operations teams to shape timely, high-quality support through live and real-time channels. The role owns the programs, operating models, and cross-functional coordination required to launch and improve live support as products and customer needs evolve.

Responsibilities

• Build and scale live support programs, including real-time customer support channels.
• Define customer journeys, routing and escalation paths, service standards, coverage needs, and team-readiness requirements.
• Partner with Support Delivery, Product, Engineering, Data, and other cross-functional teams to align tools, processes, and customer experience.
• Identify opportunities to improve support quality, response times, capacity, and operational efficiency.
• Establish staffing, training, and operational mechanisms needed to support new live-support capabilities.
• Use AI and automation thoughtfully to improve agent workflows while preserving a high-quality human support experience.
• Track program performance and translate operational insights into clear recommendations for leadership.

Requirements

• 8+ years of experience in program management, customer support, support operations, service delivery, or related fields.
• Experience launching, building, or scaling live support teams or programs.
• Understanding of scalable support operations, including service quality, escalation management, staffing readiness, and customer experience.
• Ability to partner with technical and nontechnical teams to launch new capabilities and solve operational challenges.
• Ability to navigate ambiguity, take ownership of complex initiatives, and move quickly from strategy to execution.
• Experience supporting complex technical products or customer-facing hardware is a plus but not required.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. The company develops and safely deploys AI products while prioritizing safety and human needs.

OpenAI is an equal opportunity employer and provides reasonable accommodations to applicants with disabilities. Background checks are administered in accordance with applicable law. Additional applicant privacy and equal employment opportunity policies are available during the application process.

Benefits

• Base salary range of $216,000–$240,000 per year.
• Equity, performance-related bonuses for eligible employees, and comprehensive benefits.
• Medical, dental, and vision insurance, with employer contributions to Health Savings Accounts.
• Pre-tax Flexible Spending Accounts 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 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 eligible meal delivery credits.
• Relocation support for eligible employees.
• Additional taxable fringe benefits, including charitable donation matching and wellness stipends, may be provided.