Technical Program Manager, Support Delivery
Lead support delivery programs and build scalable tooling/automation for Tier 3 customer support at OpenAI. Drive AI-powered workflows, cross-functional initiatives, and operational excellence in a hybrid San Francisco role.
About the job
Responsibilities
- Lead support delivery programs for Tier 3 frontline delivery for strategic customers, including productivity/workflow improvements, team operations, and knowledge management
- Partner with Support Delivery and cross-functional leadership to define the experience, stand up the program, manage pilots and rollout, and ensure premium operations and playbooks stay healthy
- Lead strategy and program design for internal support initiatives including specialization programs, quality initiatives, community support, product reliability and launch supportability
- Coordinate requirements, implementation, and ongoing iteration with internal build owners and systems partners
- Lead projects to identify, implement, and scale tools and automation that improve customer support efficiency and effectiveness
- Identify and scale practical AI-powered workflows across support operations using automation, LLMs, and internal tooling
- Collaborate across teams to identify opportunities for improvement, reduce friction, and enhance customer satisfaction
- Help shape the vision and strategy of a new team
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
- Treat ChatGPT & LLMs as default co-developers, rapidly turning natural-language ideas into working code or queries
- Exceptional communication, organization, and problem-solving skills
- High ownership mindset with a bias toward action; comfortable operating in ambiguity
Skills
Program Management, Process Automation, Etl Pipelines, Dashboard Development, Low-Code Development, LLMs, Cross-Functional Collaboration, Knowledge Management, Workflow Optimization, Project Management
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