Support Operations Manager
Lead support operations at OpenAI by owning partner/vendor management, service governance, automation programs, and embedding LLM tools into workflows to scale exceptional customer support. Requires 8+ years leading ops teams, systems thinking, and technical collaboration in high-growth environments.
About the job
Responsibilities
- Lead and evolve organizational design for frontline operations across partner and vendor management, coaching teams to expand automation and deliver measurable capacity gains.
- Lead multi-site partner management, including commercial ownership, capacity planning and workforce management, QBRs, and performance recovery.
- Own end-to-end service governance for partner and vendor teams, including automation rate, cost to serve, first-response time, productivity, and quality.
- Set standards for how work gets done at scale, replacing one-off fixes with reusable systems.
- Upskill teams and partner with Automation Engineering, Support Engineering, and Fraud & Risk to embed LLM-powered tools into frontline workflows.
Requirements
- 8+ years of experience leading support operations teams with a strong track record of coaching, driving accountability, and improving performance and automation adoption at scale.
- Comfortable managing a team while staying hands-on in solving ambiguous operational problems.
- Fluent in operational data and technical collaboration; able to define metrics, interpret dashboards, design experiments, and partner with engineering and data teams to turn ambiguous support problems into scalable systems.
- Think in systems, using process design, data, tooling, and automation to reduce manual work and create durable capacity.
- Can partner credibly with technical teams and translate support needs into clear requirements, owning problem definition, adoption, change management, and operational outcomes.
- Energized by building structure in a high-growth environment where the support model, tooling, and partner strategy are still evolving.
- Have scaled support operations through organizational design and tooling in a high-growth technology company without compromising quality.
Nice-to-Haves
- Experience with LLM-powered tools and agentic workflows.
- Deep craft experience in support operations at the intersection of team/project management, systems building, and data science/engineering.
Skills
Support Operations, Vendor Management, Automation, Llm-Powered Tools, Metrics Definition, Data Analysis, Process Design, Change Management, Capacity Planning, Workforce Management
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