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OpenAIOpenAISan Francisco, CA

Product Engagement Manager, User Operations

Lead a team of Product Engagement Specialists to coordinate product launches, build scalable customer feedback loops, and ensure support readiness. Requires product management experience, launch enablement at scale, and strong cross-functional skills with Product, Engineering, and Operations.

216k – 240k
Hybrid5+ YOEProduct Management

About the role

Responsibilities

  • Lead a team coordinating product launches across internal and external teams, ensuring seamless execution and support readiness.
  • Set the team’s strategy and priorities, translate them into clear goals and quality standards, and allocate capacity to deliver against them.
  • Build a high-performing team through ongoing coaching, feedback, development, and performance management.
  • Build scalable feedback loops between support, Product, and Engineering so customer insights inform product development and strategy.
  • Advocate for users by representing their needs and pain points in product and engineering discussions.
  • Partner with Product, Engineering, Marketing, and Operations to align on launch goals and timelines.
  • Monitor post-launch performance and gather support data to assess product impact and inform improvements.
  • Document and standardize launch procedures to make them repeatable and scalable.
  • Identify launch risks and propose solutions that minimize disruption to customers.
  • Report on feedback-loop performance, including key insights, trends, and recommendations for the product roadmap.

Requirements

  • Experience leading product enablement or launch-readiness functions at scale, particularly in a customer support environment.
  • Experience in product management with automation and tool development, using metrics and feedback to improve decisions and processes.
  • Experience shipping tooling or automations that reduced manual work and scaled beyond a single team (workflows, dashboards, scripted automation, lightweight pipelines).
  • Build strong cross-functional relationships with Product, Engineering, and Operations teams.
  • Passionate about customer advocacy and can translate customer feedback into strategic product insights.
  • Highly organized and able to manage multiple projects with competing deadlines.
  • Communicate technical concepts and customer pain points clearly to diverse audiences.
  • Take ownership of initiatives from ideation through implementation and post-launch analysis.
  • Thrive in a fast-paced environment with shifting priorities.
  • Leader-coach who can lead a small team while continuing to perform individual contributor work.

Nice-to-Haves

  • Experience in a customer support environment.

Skills

Product ManagementProduct LaunchesCustomer Feedback LoopsCross-Functional CollaborationAutomation DevelopmentTooling DevelopmentMetrics AnalysisCustomer AdvocacyTeam LeadershipProcess DocumentationRisk IdentificationTechnical Communication

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