Technical Systems Program Manager, User Operations

Details

The User Operations team supports customers by resolving complex issues, providing technical guidance, and helping customers maximize value and adoption from their products. The team works closely with Sales, Technical Success, Product, Engineering, and other functions.

The Technical Systems Program Manager will help drive the strategy, alignment, prioritization, and execution of top-of-funnel systems across Salesforce and adjacent platforms. The role partners with Engineering, Revenue Operations, Data, and Enterprise Platform teams to operationalize scalable CRM workflows.

The role is based in San Francisco, California, and follows a hybrid schedule with in-office work Monday through Wednesday.

Responsibilities

• Own and drive CRM systems initiatives across Support.
• Partner with senior business stakeholders and engineering teams to identify operational pain points, define scalable solutions, evaluate technical tradeoffs, and execute across Salesforce and adjacent platforms.
• Align cross-functional stakeholders across Revenue Operations, Support Delivery, Risk, Engineering, Data, Legal, and Enterprise Platform teams while driving prioritization and execution.
• Help operationalize AI-native workflows by defining and building scalable automation, orchestration, agentic workflows, and human-in-the-loop processes in partnership with cross-functional teams.

Requirements

• 8+ years of experience driving high-impact technical programs in program management, technical program management, or an adjacent role.
• Strong understanding of CRM workflows and customer systems supporting user operations or support organizations.
• Experience working across CRM systems, routing engines, and adjacent systems.
• Proven ability to drive complex cross-functional initiatives from discovery and stakeholder alignment through execution and operationalization.
• Strong technical fluency across APIs, integrations, event-driven architectures, enterprise SaaS ecosystems, and Salesforce platform capabilities.
• Experience partnering closely with Engineering, Revenue Operations, Security, and Enterprise Platform teams.
• Experience operating within SOX/SOC 2-controlled environments, with a strong understanding of SDLC, QA, release management, and operational governance.
• Strong written and verbal communication skills, including the ability to communicate priorities, tradeoffs, risks, and execution plans clearly.

Nice to Have

• Ability to independently reason through technical system design, integration dependencies, and operational tradeoffs alongside engineering teams.
• Experience working within AI-native, high-growth, or highly ambiguous operating environments.
• Exposure to global support operations.
• Ability to operate iteratively while maintaining a strong bias toward scalability, governance, and long-term maintainability.

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 provides reasonable accommodations to applicants with disabilities. Background checks will be administered in accordance with applicable law.

Benefits

• Base salary of $216,000–$240,000 per year.
• 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 FSA, Dependent Care FSA, 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.