Support Program Manager, Partnerships

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 external partners to deliver customer support at scale.

The Program Manager will lead support readiness and operational programs for OpenAI's cloud and strategic partnerships. The role involves working with Engineering, Product, Support Delivery, and external partners to translate complex technical and business requirements into scalable customer support experiences.

Responsibilities

• Lead support readiness for new and existing cloud and strategic partnerships, including launch planning, operational design, and ongoing program execution.
• Partner with Engineering, Product, go-to-market teams, and external partners to develop support models for technically complex products and integrations.
• Define partner-specific customer journeys, support workflows, escalation paths, ownership models, and cross-company handoffs.
• Identify operational and technical risks, align stakeholders on solutions, and drive improvements that strengthen the customer experience.
• Establish success metrics and operating rhythms to monitor partnership health, launch readiness, and support performance.
• Use AI and automation to improve partner-related support workflows and scale operations effectively.

Requirements

• 8+ years of experience in program management, support operations, partnerships, or related roles within a fast-paced technology environment.
• Experience working closely with engineering teams to translate technical requirements into clear operational plans.
• Experience with cloud platforms, cloud-provider partnerships, or technically complex enterprise products.
• Ability to navigate ambiguity and drive alignment across internal teams and external partners.
• Ability to move between strategic planning and hands-on execution while maintaining a strong focus on customer outcomes.
• Experience in cybersecurity or life sciences is a plus but not required.

Benefits

• Equity, performance-related bonuses for eligible employees, and comprehensive benefits.
• 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.
• 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 may be provided, including charitable donation matching and wellness stipends.

OpenAI is an equal opportunity employer. Background checks and reasonable accommodations are handled in accordance with applicable laws.