支持运营负责人
Support Operations Lead
关于团队
支持团队是确保客户使用我们的产品体验无与伦比的核心。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、技术成功团队、产品、工程和其他部门紧密合作，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，从个人客户到早期初创公司和成熟的全球企业。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
我们正在寻找一位支持运营负责人，该职位需要结合运营管理、系统思维、供应商管理和实际执行能力。您将负责服务健康状况、自动化项目和合作伙伴及供应商管理。除了提供高质量的服务外，您还将识别减少手动工作的机会，尝试工具并帮助在支持领域大规模实现AI的运营化。
这不是一个传统的支持运营负责人职位。我们希望找到一位能够帮助我们定义支持的未来的人，这位人能够在团队/项目管理、系统建设、数据科学/工程的交叉点上茁壮成长，并在支持运营领域有深厚的专业经验。
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。每季度可能需要1-2周的出差。
在此职位中，您将：
- 领导并推动我们前线运营的组织设计，涵盖合作伙伴和供应商管理，指导团队扩大自动化并实现可衡量的容量提升。
- 领导多地点的合作伙伴管理，包括商业责任、容量规划和人员管理、季度业务回顾（QBR）以及绩效恢复。
- 负责合作伙伴和供应商团队的端到端服务治理，包括自动化率、服务成本、首次响应时间、生产率和质量。
- 设定大规模工作的标准，用可重复使用的系统替代临时解决方案。
- 提升团队技能，并与自动化工程、支持工程和欺诈与风险团队合作，将基于大语言模型的工具嵌入到支持流程中。
查看英文原文
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 individual customers to early-stage startups and 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
We are seeking a Support Operations Lead who combines operational leadership, systems thinking, vendor management, and hands-on execution. You’ll own service health, automation programs, partner and vendor management. In addition to delivering high-quality service, you’ll identify opportunities to reduce manual work, experiment with tools and help operationalize AI across support at scale.
This is not a traditional support operations lead role. We’re looking for someone to help us define the future of support, who thrive at the intersection of team/project management, systems building, data science/engineering, and with deep craft experience in the support operations space.
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.
IN THIS ROLE, YOU WILL:
- Lead and evolve organizational design for our frontline operations across partner and vendor management, coaching teams to expand automation and deliver measurable capacity gains.
- Lead multi-site partner management, including commercial ownership, capacity planning and workforce management, QBRs, and performance recovery.
- Own end-to-end service governance for partner and vendor teams, including automation rate, cost to serve, first-response time, productivity, and quality.
- Set standards for how work gets done at scale, replacing one-off fixes with reusable systems.
- Upskill teams and partner with Automation Engineering, Support Engineering, and Fraud & Risk to embed LLM-powered tools into frontline workflows.
YOU MIGHT THRIVE IN THIS ROLE IF YOU:
- Have 8+ years of experience leading support operations teams and a strong track record of coaching, driving accountability, and improving performance and automation adoption at scale
- Are comfortable managing a team while staying hands-on in solving ambiguous operational problems.
- Are fluent in operational data and technical collaboration, able to define metrics, interpret dashboards, design experiments, and partner with engineering and data teams to turn ambiguous support problems into scalable systems.
- Think in systems, using process design, data, tooling, and automation to reduce manual work and create durable capacity.
- Can partner credibly with technical teams and translate support needs into clear requirements, owning problem definition, adoption, change management, and operational outcomes
- Are energized by building structure in a high-growth environment where the support model, tooling, and partner strategy are still evolving.
- Have scaled support operations through organizational design and tooling in a high-growth technology company without compromising quality.
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.
To notify OpenAI that you believe this job posting is non-compliant, please submit a report through this form https://form.asana.com/?d=57018692298241&k=5MqR40fZd7jlxVUh5J-UeA. No response will be provided to inquiries unrelated to job posting compliance.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link https://form.asana.com/?k=bQ7w9h3iexRlicUdWRiwvg&d=57018692298241.
OpenAI Global Applicant Privacy Policy https://cdn.openai.com/policies/global-employee-and-contractor-privacy-policy.pdf
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.