Technical Program Manager, Support Delivery

Details

OpenAI’s User Operations team shepherds customer adoption of AI and ensures an exceptional product experience. The team resolves complex issues, provides technical guidance, and supports customers (from early-stage startups to global enterprises) in maximizing value and adoption of OpenAI products. This role sits on the Senior Support Engineering team and focuses on defining and implementing foundational support practices, operational frameworks, tooling, and automation to scale with OpenAI’s growth.

Responsibilities

• Lead support delivery programs for Tier 3 frontline delivery for strategic customers (enterprise support, premium support, named support relationships, and customer escalations), including productivity and workflow improvements, team operations, and knowledge management.
• Own the premium support service strategy and design; partner with Support Delivery and cross-functional leadership to define the experience, stand up the program, manage pilots and rollouts, and maintain premium operations and playbooks.
• Lead strategy and program design for internal support initiatives (specialization programs, quality initiatives, community support, launch supportability).
• Coordinate requirements, implementation, and ongoing iteration with internal build owners and systems partners.
• Lead projects to identify, implement, and scale tools and automation that improve customer support efficiency and effectiveness.
• Create scalable practices for a rapidly growing environment and drive impact across the customer journey.
• Collaborate across Product, Engineering, Operations, Sales, and Technical Success to identify opportunities for improvement, reduce friction, and enhance overall customer satisfaction.
• Help shape the vision and strategy of a new team and contribute to its long-term success and influence across the organization.

Requirements

• 8+ years of experience in program management, operations, or support engineering, with a focus on building scalable processes and tooling.
• Experience shipping or maintaining tools and automations (examples cited: dashboards, ETL pipelines, low-code apps) that eliminated manual work and scaled beyond a single team.
• Comfortable treating ChatGPT and other large language models (LLMs) as default co-developers — rapidly turning natural-language ideas into working code or queries.
• Strong cross-functional collaboration skills and experience building relationships with Product, Engineering, and Operations teams.
• Exceptional communication, organization, and problem-solving skills; passion for using tools and automation to drive efficiency and improve customer outcomes.

Location & Work Model

• Role is based in San Francisco, CA. Hybrid work model: 3 days in-office per week.
• Relocation assistance is available for eligible employees.

Compensation & Benefits

• Listed compensation summary: $280K (also notes equity and other total-compensation components).
• Base pay may vary depending on market location, experience, and other individualized factors. Total compensation includes equity, potential bonuses, and benefits.
• Benefits include medical/dental/vision, HSA contributions, pre-tax accounts (FSA, commuter), 401(k) with match, paid parental leave, paid time off, company holidays and closures, mental health support, basic life and disability coverage, annual learning stipend, daily meals in offices/meal credits, relocation support for eligible employees, and other fringe benefits.

Additional Notes

• OpenAI is an equal opportunity employer and provides reasonable accommodations for applicants with disabilities. Background checks will be administered in accordance with applicable law.