# Support Program Manager, Support Delivery

**Company:** [OpenAI](https://hotfix.jobs/companies/openai)
**Location:** San Francisco, CA
**Role:** Technical Program Management
**Salary:** $216k – $240k/yr
**Experience:** 8+ years
**Skills:** Program Management, Support Operations, Process Automation, Etl Pipelines, Dashboards, Low-Code Applications, LLMs, ChatGPT, Data Engineering, Software Engineering, Knowledge Management, Project Management
**Posted:** 2026-09-02

> Leads scalable support delivery programs, operational frameworks, tooling, and AI-powered automation for strategic customers. Requires 8+ years in program management, operations, or support engineering and strong cross-functional execution skills.

## Job Description

## Responsibilities
- Lead support delivery programs for Tier 3 frontline delivery serving strategic customers, including productivity and workflow improvements, team operations, and knowledge management.
- Define the customer and team experience, establish programs, manage pilots and rollouts, and maintain operational playbooks.
- Design and lead internal support initiatives, including specialization, quality, community support, product reliability, and launch-supportability programs.
- Coordinate requirements, implementation, and iteration with internal build owners and systems partners.
- Identify, implement, and scale tools and automation that improve support efficiency and effectiveness.
- Develop AI-powered workflows using automation, LLMs, and internal tooling to reduce manual work and improve resolution quality.
- Collaborate cross-functionally to reduce friction and improve customer satisfaction.
- Help shape the vision and strategy of a new support team.

## Requirements
- 8+ years of experience in program management, operations, or support engineering, focused on scalable processes and tooling.
- Experience shipping or maintaining tools and automations such as dashboards, ETL pipelines, and low-code applications.
- Ability to use ChatGPT and LLMs to rapidly develop code or queries.
- Strong cross-functional collaboration and relationship-building skills with Product, Engineering, and Operations teams.
- Exceptional communication, organization, and problem-solving skills.
- High ownership, bias toward action, and comfort operating in ambiguity.
- Passion for using tools and automation to improve efficiency and customer outcomes.

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