Technical 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 team works closely with Sales, Technical Success, Product, Engineering, and other groups to deliver an exceptional customer experience at scale.

This role joins the Senior Support Engineering team and will help establish foundational support practices that scale with OpenAI’s growth. The position focuses on operational frameworks, process alignment, tooling and automation projects, and cross-functional collaboration across project management, systems building, data science, data engineering, software engineering, team enablement, and customer advocacy.

The role is based in San Francisco, California, follows a hybrid work model with three days in the office per week, and offers relocation assistance.

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 experience, launch 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.
• Develop AI-powered workflows across support operations using automation, LLMs, 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 impact.

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.
• Comfort treating ChatGPT and LLMs as co-developers and rapidly turning natural-language ideas into working code or queries.
• Strong cross-functional collaboration and relationship-building skills 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.

Benefits

• Base salary of $216,000–$240,000 per year, plus equity.
• 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, company holidays, and paid 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 benefits may include charitable donation matching and wellness stipends.

OpenAI is an equal opportunity employer and provides reasonable accommodations to applicants with disabilities. Background checks are administered in accordance with applicable law.