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Support Vendor Manager

OpenAI· User Operations
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Hybrid (San Francisco)$216k - $240kFull-timePosted 8mo ago

About the role

Role focused on health, performance, and scalability of multiple support vendor relationships; combines vendor leadership with operating model design to enable scalable support with efficient governance and accountability.

Responsibilities

  • End-to-end vendor leadership: Own day-to-day oversight, relationship health, and executive-level accountability for multiple support vendors/BPOs.
  • Performance management & remediation: Define and manage SLA/KPI performance expectations, run WBRs/QBRs, identify performance gaps, and drive structured turnaround plans with clear owners and timelines.
  • Escalation and risk management: Serve as the primary escalation point for vendor issues, including incident response, surge events, quality regressions, and continuity risks; ensure vendors have strong operational controls and playbooks.
  • Commercial and operational governance: Partner on contract levers, staffing commitments, service scope changes, and operational cadences; ensure governance mechanisms produce measurable outcomes.
  • Operational reporting and executive narratives: Produce clear, decision-ready reporting on vendor health, capacity risk, and scaling constraints; translate operational signals into recommendations for leadership.

Qualifications

  • 5+ years in vendor/BPO operations management, support operations, or partner performance leadership in a scaled environment.
  • Proven ability to run vendor governance: QBRs, SLA/KPI design, escalation paths, remediation plans, and cross-functional stakeholder management.
  • Awareness of and some experience with workforce planning approaches—e.g., forecasting frameworks, capacity models, staffing strategies, and performance-to-plan systems across global, multi-site support operations.
  • Strong analytical and operational rigor: comfort working with data to define inputs/assumptions, evaluate tradeoffs, and drive outcomes.
  • Familiarity with support tooling and operational systems (e.g., Salesforce Service Cloud or similar).
  • Strong communication skills and executive presence: ability to align diverse stakeholders, negotiate priorities, and drive accountability.
  • Comfort operating in fast-paced, ambiguous environments where you’re expected to build the structure.

Skills

Required:Vendor governancePerformance managementEscalation & risk managementAnalytics & data-driven decision making
Nice to have:Workforce planning awarenessSalesforce Service Cloud or similar

Benefits

  • Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
  • Pre-tax Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
  • 401(k) retirement plan with employer match
  • Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
  • Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
  • 13+ paid company holidays, and paid company office closures for focus and recharge, plus paid sick time
  • Mental health and wellness support
  • Employer-paid basic life and disability coverage
  • Annual learning and development stipend
  • Daily meals in offices and meal delivery credits
  • Relocation assistance for eligible employees
  • Additional taxable fringe benefits (e.g., charitable donation matching, wellness stipends)
Last updated Sep 3, 2026. Interested? Apply on the company site.

About OpenAI

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Company profileWebsite

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