产品参与经理，用户运营
Product Engagement Manager, User Operations
关于团队
支持团队是确保客户使用我们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、产品、工程和其他团队紧密合作，以大规模提供最佳客户体验。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。
关于职位
作为用户运营团队的产品参与经理，你将领导一支产品参与专家团队，负责确保内部和外部团队的产品发布顺利进行。你将成为连接产品团队和支持运营的纽带，为团队提供支持新产品发布所需的工具和知识。
你将建立可扩展的反馈机制，捕捉用户的声音，并将洞察转化为可操作的产品改进，同时确保前线团队具备交付准确、愉悦客户互动所需的知识和技能。
我们寻找一位能够在产品管理、团队赋能和客户倡导交汇点上茁壮成长的人，喜欢在快节奏、不断变化的环境中跨职能工作。这个人将管理日常事务，同时帮助构建支撑规模扩大的系统。
成功的候选人将是一位既能带领小团队又能继续承担个人贡献者工作的领导型教练。
该职位位于加利福尼亚州旧金山。我们采用每周三天在办公室的混合办公模式，并为新员工提供搬迁协助。
在此职位中，你将：
- 领导协调内部和外部团队产品发布的团队，确保无缝执行和支持准备就绪。
- 制定团队的战略和优先事项，将其转化为明确的目标和质量标准，并分配资源以实现目标。
- 通过持续的辅导、反馈、发展和绩效管理打造高效团队。
- 建立一个用户之声计划，在发布前后与支持、产品和工程团队建立可扩展的反馈机制，使客户洞察影响产品开发和战略。
- 代表用户的需要和痛点，在产品和工程团队中倡导用户利益
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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.
ABOUT THE ROLE
As a Product Engagement Manager on the User Operations team, you will lead a team of Product Engagement Specialists responsible for ensuring smooth, successful product launches across internal and external teams. You’ll be the glue connecting product teams and support operations, equipping teams with the tools and knowledge needed to support new product rollouts.
You’ll build scalable feedback loops that capture the voice of the user and translate insights into actionable product improvements, and ensure that frontline teams have the knowledge and skills to deliver accurate, delightful customer interactions at scale.
We’re looking for someone who thrives at the intersection of product management, team enablement, and customer advocacy, and who enjoys working cross-functionally in a fast-paced, evolving environment. This person will manage the day-to-day work while also helping architect the systems needed to scale it.
The successful candidate will be a leader-coach who can lead a small team while continuing to perform individual contributor work.
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 a team coordinating product launches across internal and external teams, ensuring seamless execution and support readiness.
- Set the team’s strategy and priorities, translate them into clear goals and quality standards, and allocate capacity to deliver against them.
- Build a high-performing team through ongoing coaching, feedback, development, and performance management.
- Build out a Voice of the User program with scalable feedback loops between support, Product, and Engineering pre and post launch, so customer insights inform product development and strategy.
- Advocate for users by representing their needs and pain points in product and engineering discussions.
- Partner with Product, Engineering, Marketing, and Operations to align on launch goals and timelines.
- Monitor post-launch performance and gather support data to assess product impact and inform improvements.
- Document and standardize launch procedures to make them repeatable and scalable.
- Identify launch risks and propose solutions that minimize disruption to customers.
- Report on feedback-loop performance, including key insights, trends, and recommendations for the product roadmap.
YOU MIGHT THRIVE IN THIS ROLE IF YOU:
- Have experience leading product enablement or launch-readiness functions at scale, particularly in a customer support environment.
- Have shipped tooling or automations that reduced manual work and scaled beyond a single team (workflows, dashboards, scripted automation, lightweight pipelines)."
- Have experience in product management with automation and tool development, using metrics and feedback to improve decisions and processes.
- Build strong cross-functional relationships with Product, Engineering, and Operations teams.
- Are passionate about customer advocacy and can translate customer feedback into strategic product insights.
- Are highly organized and able to manage multiple projects with competing deadlines.
- Communicate technical concepts and customer pain points clearly to diverse audiences.
- Take ownership of initiatives from ideation through implementation and post-launch analysis.
- Thrive in a fast-paced environment with shifting priorities.
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.
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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.