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Support Delivery Lead, Ads

OpenAI· User Operations
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Hybrid (San Francisco)$284k - $315k + equityFull-timePosted 3mo ago

About the role

Lead a team delivering end-to-end support for OpenAI Ads, including campaign setup, delivery, billing, measurement, and policy navigation. Drive quality, coaching, and cross-functional collaboration to translate support signals into product and engineering improvements. Hybrid role based in San Francisco with relocation assistance.

Responsibilities

  • Lead and support a team of Ads support engineers, ensuring they have the tools, clarity, and coaching needed to operate at a high bar in a technically complex domain.
  • Set clear expectations and operating standards, run recurring performance reviews, and build development plans that grow both technical depth and customer-facing excellence.
  • Design and continuously improve support coverage for ad buyers, ensuring the team can diagnose delivery issues and monetization and integration issues with equal rigor.
  • Act as the bridge between Support Delivery, Engineering, Product, and Go-To-Market teams. Drive alignment on priorities, escalation paths, launch readiness, tooling improvements and mechanisms to reduce repeated customer pain points.
  • Partner with engineering teams to resolve complex customer issues, while generating valuable insights to inform product development and GTM strategies.
  • Handle escalated customer or partner engagements with professionalism, ensuring OpenAI is well-represented in challenging situations and complex builds.
  • Contribute to the development of innovative strategies that drive the efficiency, scalability, and growth of the user operations team, aligning with organizational goals.
  • Partner with Product and Engineering on Ads launches and changes to ensure support readiness (playbooks, known issues, tooling, training). Proactively identify rollout risks and ensure support feedback loops influence product decisions.

Qualifications

  • 12+ years of experience in Support Delivery, Customer Operations, Ads Operations, or similar environments
  • 6+ years of direct people management
  • Experience supporting advertising products and workflows with understanding of advertiser needs
  • Strong cross-functional leadership skills with ability to influence Product and Engineering roadmaps using customer impact and data
  • Proficiency in defining, implementing, and managing operational and business KPIs; experience building reporting mechanisms and running metrics-driven cadences
  • Strong project/program management skills across time zones and stakeholders
  • Automation-first mindset with experience applying AI, tooling, and systems thinking to scale support

Skills

Required:People leadershipAds operationsCross-functional collaborationKPIs and reportingProgram/project managementAutomation / AI tooling

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 accounts
  • 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 additional paid company closures for focus and recharge
  • Paid sick or safe time
  • Mental health and wellness support
  • Employer-paid basic life and disability coverage
  • Annual learning and development stipend
  • Daily meals in offices, 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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