Support Operations Manager

About the Team

The Support team is responsible for ensuring that users, developers, individuals, and enterprises can reliably work with OpenAI’s models and products. We provide technical guidance, resolve complex issues, and support customers in maximizing value and adoption from deploying our highly-capable models. We work closely with Technical Success, Product, Go-To-Market teams, Engineering and others to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from individual users to early-stage startups to established global enterprises. 

About the Role

We are looking for a leader to build and scale our Support Operations organization, reporting directly to the Head of Support. This team will not be a ‘typical’ operations leadership position - you will not only build out core practices under the Operations umbrella (see descriptions below), but you will also play a major role in the strategic direction and execution of the entire Support organization. This will be an opportunity to build this new team from first principles - your leadership will determine the future of this organization.

The ideal candidate will have a combination of Support craft expertise, deep operational strength, and a history of 0-1 builds in a fast paced and technologically advanced environment. A mix of strong leadership, dot-connecting ability, and systems building strength will be required.

This role is based in San Francisco, CA. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.

In this role, you will:

• Build and lead a team responsible for all aspects of operations in Support
• Work with senior leadership on the overall direction of the Support organization. From strategy and prioritization through to project ownership and execution 
• Partner with teams across OpenAI to ensure that data, insight, customer voice, and improvement opportunities make their way into all aspects of our company. From Product insights, to Sales opportunities, to general policy discussions you will be involved in helping to shape our direction based on signal from our users
• Ensure that Support is deeply embedded within OpenAI, delivering strong enablement and coverage for mission critical launches and initiatives
• Drive org design and scaling, including workforce planning and vendor management operations
• Develop a knowledge management execution strategy
• Build systems that allow us to be effective - routing, escalation paths, ticket automation, knowledge capture and reuse systems, etc., and take learnings from resolving customer issues to iterate on these improving these systems 
• Monitor, build, and launch new services in response to the ever shifting customer landscape
• Own aspects of performance management and culture building to create a team that is high performance, customer-obsessed, high-ownership, and can assist broadly where needed beyond the ‘core remit’ of the team
• Collaborate with operations teams across OpenAI on larger scale projects. Ensure alignment not just within Support, but across the org.

   

You might thrive in this role if you:

• Have 10+ years of experience (likely Director+) in leading Operations teams, ideally in tech startups or fast-paced environments.
• Have a leadership background in Support, Customer Success, or related crafts
• Are comfortable with data/data analytics and LLM usage
• Demonstrate a track record of cultivating high performance teams, with an eye for attracting and retaining highly skilled talent, and developing team members over time.
• Have proven experience building strong relationships with customers and cross-functionally to drive performance improvements.
• Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.
• Operate with high horsepower, are adept at frequent context switching and working on multiple projects at once with expansive ownership, and ruthlessly prioritize.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity. 

We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status. 

For US Based Candidates: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.

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At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.