Support Program Manager, Support Delivery

Details

OpenAI’s User Operations team supports customers adopting AI products by resolving complex issues, providing technical guidance, and helping customers maximize product value. The Support Delivery team works with Sales, Technical Success, Product, Engineering, and other teams to deliver exceptional customer experiences at scale.

The Support Program Manager will help establish and implement foundational support practices, scalable operational frameworks, cross-functional processes, tooling, and automation. The role is based in San Francisco, California, and follows a hybrid work model with three days in the office per week.

Responsibilities

• Lead support delivery programs for Tier 3 frontline delivery for strategic customers, including productivity and workflow improvements, team operations, and knowledge management.
• Partner with Support Delivery and cross-functional leadership to define the customer experience, establish programs, manage pilots and rollouts, and maintain premium operations and playbooks.
• Lead strategy and program design for internal support initiatives, including specialization programs, quality initiatives, community support, product reliability, and launch supportability.
• Coordinate requirements, implementation, and ongoing iteration with internal build owners and systems partners.
• Identify, implement, and scale tools and automation that improve customer support efficiency and effectiveness.
• Scale AI-powered workflows across support operations using automation, large language models, and internal tooling to reduce manual work and improve resolution quality.
• Collaborate across teams to identify improvement opportunities, reduce friction, and enhance customer satisfaction.
• Help shape the vision and strategy of a new team and contribute to its long-term organizational influence.

Requirements

• 8+ years of experience in program management, operations, or support engineering, focused on building scalable processes and tooling.
• Experience shipping or maintaining tools and automations such as dashboards, ETL pipelines, and low-code applications that eliminate manual work and scale beyond a single team.
• Experience using ChatGPT and large language models as co-developers to turn natural-language ideas into working code or queries.
• Strong cross-functional collaboration skills and the ability to build relationships with Product, Engineering, and Operations teams.
• Ability to create structure and make meaningful contributions in a dynamic, high-impact environment.
• Passion for using tools and automation to improve efficiency and customer outcomes.
• Exceptional communication, organization, and problem-solving skills.
• High ownership mindset, bias toward action, and comfort operating in ambiguity while driving clarity and execution.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. OpenAI is an equal opportunity employer and does not discriminate on the basis of legally protected characteristics.

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, paid company holidays, office closures, and 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 office meals and eligible meal delivery credits.
• Relocation support for eligible employees.
• Additional benefits may include charitable donation matching and wellness stipends.

Base pay may vary based on market location, job-related knowledge, skills, and experience. Total compensation also includes equity and performance-related bonuses for eligible employees.