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Support Program Manager, Support Delivery

OpenAI· User Operations
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San Francisco$216k - $240kFull-timePosted 1mo ago

About the role

Lead and scale foundational support practices for OpenAI’s Support Delivery team, driving program design, tooling, automation, and cross-functional collaboration to improve customer experience and operational efficiency.

Responsibilities

  • Lead support delivery programs for Tier 3 frontline delivery for our most strategic customers, including productivity and workflow improvements, team operations, and knowledge management for the Support Delivery team
  • 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 over time
  • 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 to reduce manual work, improve resolution quality, and help the team operate more effectively at scale
  • Collaborate across teams to identify opportunities for improvement, reduce friction, and enhance overall customer satisfaction
  • Help shape the vision and strategy of a new team, contributing to its long-term success and influence across the organization

Qualifications

  • 8+ years of experience in program management, operations, or support engineering, with a focus on building scalable processes and tooling
  • Have shipped or maintained 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
  • Deeply enjoy working cross-functionally and are skilled at building relationships with Product, Engineering, and Operations teams
  • Excel in a dynamic, high-impact team environment where you can create structure and make meaningful contributions
  • Are passionate about using tools and automation to drive efficiency and improve customer outcomes
  • Possess exceptional communication, organization, and problem-solving skills
  • Have a high ownership mindset with a bias toward action; comfortable operating in ambiguity, driving clarity, and rolling up their sleeves to get things done

Benefits

  • Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
  • Pre-tax accounts for 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 multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time
  • Mental health and wellness support
  • Employer-paid basic life and disability coverage
  • Annual learning and development stipend to fuel your professional growth
  • Daily meals in our offices, and meal delivery credits as eligible
  • Relocation support for eligible employees
  • Additional taxable fringe benefits, such as charitable donation matching and wellness stipends
Last updated Sep 10, 2026. Interested? Apply on the company site.

About OpenAI

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Company profileWebsite

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