支持交付负责人，广告
Support Delivery Lead, Ads
关于团队
广告支持交付团队负责帮助成功运营和扩展我们的广告产品。这包括提供技术指导，解决复杂的交付和变现问题，并与产品、工程、信任与安全以及市场推广团队紧密合作，解决影响客户的问题并持续改进平台。该团队的使命是通过结合强大的人工支持与自动化、自助服务和AI驱动的工作流程，在保持高标准运营严谨性的同时，实现大规模的高质量客户体验。
关于职位：
作为广告支持交付负责人，您将领导一个团队，负责广告生态系统中的端到端支持交付，包括活动设置、投放、计费、度量和政策导航。您将设定质量、响应速度和一致性的操作标准；指导和培养团队；并与工程、产品和市场推广合作伙伴一起，将支持信号转化为可执行的改进措施。
该职位位于加利福尼亚州旧金山。我们采用每周3天在办公室的混合工作模式，并为新员工提供搬迁协助。
在此职位中，您将：
- 领导和支持广告支持工程师团队，确保他们具备操作高标准所需的工具、清晰度和指导。
- 设定明确的期望和操作标准，定期进行绩效评估，并制定发展计划，以提升技术深度（广告技术熟练度）和面向客户的卓越能力。
- 设计并持续改进对广告买家的支持覆盖，确保团队能够以同等严谨的态度诊断交付问题、变现和集成问题。
- 作为支持交付、工程、产品和市场推广团队之间的桥梁。推动优先级、升级路径、发布准备、工具改进和减少重复客户痛点机制的一致性。
- 与工程团队合作解决复杂客户问题，同时生成有价值的见解以指导产品开发和市场推广策略。
- 以专业的方式处理升级的客户或合作伙伴事务，确保在困难情况和复杂项目中良好代表OpenAI。
- 参与制定创新策略，推动用户运营团队的效率、可扩展性和增长，与组织目标保持一致。
- 与产品团队合作
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About the Team
The Ads Support Delivery team is responsible for helping successfully operate and grow on our Ads product. This includes technical guidance, troubleshooting complex delivery and monetization issues, and partnering closely with Product, Engineering, Trust & Safety and Go-To-Market teams to resolve customer-impacting problems and improve the platform over time. The team’s mission is to deliver a high-quality customer experience at scale by combining strong human support with automation, self-service, and AI-enabled workflows, while maintaining high operational rigor.
About the Role:
As a Support Delivery Lead for Ads, you will lead a team responsible for end-to-end support delivery across the ads ecosystem, including campaign setup, delivery, billing, measurement, and policy navigation. You will set the operational bar for quality, responsiveness, and consistency; coach and grow the team; and translate support signals into actionable improvements with Engineering, Product, and Go-To-Market partners.
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.
In this role, you will:
- 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 (ad tech fluency) 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.
You might thrive in this role if you:
- Have 12+ years of experience in Support Delivery, Customer Operations, Ads Operations, or similar environments, including 6+ years of direct people management.
- Have experience supporting advertising products and workflows, with demonstrated understanding of advertiser needs.
- Have strong cross-functional leadership skills, with a track record of influencing Product and Engineering roadmaps using customer impact, operational data, and clear prioritization.
- Have demonstrated ability to define, implement, and manage operational and business KPIs; comfort building reporting mechanisms and running metrics-driven operating cadences.
- Have strong project/program management skills, with the ability to drive complex initiatives across time zones and stakeholder groups.
- Have demonstrated ability to take an automation-first approach, with a track record of applying AI, tooling, and systems thinking to design and implement processes that scale support impact.
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.