Used Tools & Technologies
LLMRequired Skills & Competences
Tag name is followed by "@" symbol and proficiency level value.
About proficiency levels:
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
ETL @ 3
Leadership @ 3
Communication @ 3
ChatGPT @ 3
AI @ 3
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Details
About the Team
OpenAI’s User Operations team shepherds our customers' adoption of AI and ensures that our customers' product experience is exceptional. The team resolves complex issues, provides technical guidance, and supports customers in maximizing value and adoption from deploying OpenAI products. They work closely with Sales, Technical Success, Product, and Engineering to deliver scalable customer experiences across a range of customers from early-stage startups to global enterprises.
About the Role
This role is for a Technical Program Manager on the Senior Support Engineering team to define and implement foundational support practices that will scale with OpenAI’s growth. You will establish new operational frameworks, drive process alignment across internal teams, and lead tooling and automation projects. The position involves collaborating across multiple teams and shaping customer experience and long-term team strategy.
Location & Work Model
- Based in San Francisco, CA
- Hybrid work model: 3 days in-office per week
- Relocation assistance is available for eligible employees
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, stand up programs, 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, product reliability and launch supportability)
- Coordinate requirements, implementation, and iteration with internal build owners and systems partners
- Lead projects to identify, implement, and scale tools and automation to improve support efficiency and effectiveness
- Identify and scale practical 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 success and organizational influence
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 (dashboards, ETL pipelines, low-code apps) that eliminated manual work and scaled beyond a single team
- Comfortable using ChatGPT and other LLMs as co-developers to rapidly prototype natural-language ideas into working code or queries
- Strong cross-functional collaboration skills and experience building relationships with Product, Engineering, and Operations teams
- Ability to operate in a dynamic, high-impact environment: create structure, act with high ownership, and drive clarity in ambiguous situations
- Exceptional communication, organization, and problem-solving skills
- Passion for using tools and automation to drive efficiency and improve customer outcomes
About OpenAI
OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. The company emphasizes safety and diverse perspectives in building and deploying AI products. OpenAI is an equal opportunity employer and provides reasonable accommodations to applicants with disabilities. Background checks will be administered as required by applicable law.
Compensation & Benefits (summary)
- Base salary range: $216,000 – $240,000 per year
- Offers equity
- Medical, dental, and vision insurance with employer contributions to Health Savings Accounts
- Pre-tax FSA and commuter accounts
- 401(k) with employer match
- Paid parental, medical, and caregiver leave
- Flexible PTO for exempt employees (and up to 15 days annually for non-exempt)
- 13+ paid company holidays and periodic office closures
- Mental health and wellness support
- Employer-paid basic life and disability coverage
- Annual learning and development stipend
- Daily meals in offices and meal delivery credits as eligible
- Relocation support for eligible employees