支持供应商经理
Support Vendor Manager
关于团队
支持团队是确保客户使用我们产品体验卓越的核心。我们解决复杂问题，提供技术指导，并帮助客户在部署我们的产品时最大化价值和采用率。我们与销售、技术成功、产品、工程等团队紧密合作，以大规模为客户提供最佳体验。OpenAI的客户来自各种不同的背景和成熟度，从早期初创公司到成熟的全球企业。
鉴于OpenAI快速的产品发布节奏和增长——并且预计这种速度只会加快——我们构建自动化系统和代理工作流程的能力对于在面对AGI时保持卓越的支持质量至关重要。
关于职位
作为支持供应商经理，您将负责多个支持合作伙伴和供应商关系的健康状况、绩效和长期可扩展性。这首先是一个供应商领导角色：您将推动商业和运营责任（SLA、季度业务回顾、升级路径、补救计划），同时建立使支持能够扩展而无需线性增加人力的运营模式。
您将与用户运营团队（如信任与安全、欺诈与风险）、系统/工具、数据合作伙伴以及产品/产品经理相关方密切合作，以推出新的工作流程并启动和扩展新项目。
该职位位于加利福尼亚州旧金山。我们采用每周3天在办公室的混合办公模式，并为新员工提供搬迁协助。每季度可能需要1-2周的出差。
您将负责：
- 全流程供应商领导：负责多个支持供应商/BPO的日程监督、关系健康状况和高管级责任。
- 绩效管理和补救：定义和管理SLA/KPI绩效期望，进行周报/季报，识别绩效差距，并与明确负责人和时间表推动结构化整改计划。
- 升级和风险管理：作为供应商问题的主要升级点，包括事件响应、突发情况、质量退步和连续性风险；确保供应商有强大的运营控制和操作手册。
- 商业和运营治理：参与合同杠杆、人员配置承诺、服务范围变更和运营节奏的合作；确保治理机制产生可衡量的结果
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ABOUT THE TEAM
The Support team is central to ensuring that our customers' experience with our products is nothing short of exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering and others to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.
Given OpenAI’s breakneck shipping cadence and growth – and the expectation that it will only accelerate – our ability to architect automation systems and agentic workflows for scale is central to our ability to maintain exceptional support quality in the face of AGI.
ABOUT THE ROLE
As a Support Vendor Manager, you will own the health, performance, and long-term scalability of multiple support partner and vendor relationships. This is a vendor leadership role first and foremost: you will drive commercial and operational accountability (SLAs, QBRs, escalation paths, remediation plans), while also building the operating model that enables support to scale without linear headcount growth.
You’ll collaborate closely with User Operations teams (e.g., Trust & Safety, Fraud & Risk), Systems/Tooling, Data partners, and Product/PM stakeholders as we launch new workflows and launch and scale new programs.
This role is based in San Francisco, CA. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees. 1-2 weeks of travel per quarter may be required.
YOU’LL BE RESPONSIBLE FOR:
- 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.
WE’RE LOOKING FOR SOMEONE WITH:
- 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 (you do not need to be a data scientist, but you must be fluent).
- Familiarity with support tooling and operational systems (e.g., Salesforce Service Cloud or similar), and comfort partnering with Systems/Tooling to implement scalable processes.
- Strong communication skills and executive presence: ability to align diverse stakeholders, negotiate priorities, and drive accountability across internal teams and external partners.
- Comfort operating in fast-paced, ambiguous environments where you’re expected to build the structure, not just maintain the inherited ones.
About OpenAI
OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.
We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.
For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement https://cdn.openai.com/policies/eeo-policy-statement.pdf.
Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.
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At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.