Support Program Manager, Support Delivery

About the TeamOpenAI’s User Operations team shepherds our customer’s adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team. 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 RoleWe are looking for a Support Program Manager to join our Support Delivery team. This role is an exciting opportunity to help define and implement foundational support practices that will scale with OpenAI’s growth. You will lead efforts to establish new operational frameworks, driving process alignment with various internal teams, and leading tooling and automation projects. This position offers the chance to make a significant impact in shaping customer experience while collaborating across multiple teams.We’re looking for people who thrive at the intersection of project management, systems building, data science/data engineering/software engineering, team enablement, and customer advocacy – and enjoy working cross-functionally in a fast-paced, evolving environment.This role is based in San Francisco, CA, and follows a hybrid work model of 3 days in-office per week. Relocation assistance is available. In this role, you will: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 teamPartner 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 timeLead strategy and program design for internal support initiatives, including specialization programs, quality initiatives, community support, product reliability and launch supportabilityCoordinate requirements, implementation, and ongoing iteration with internal build owners and systems partnersLead projects to identify, implement, and scale tools and automation that improve customer support efficiency and effectivenessIdentify 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 scaleCollaborate across teams to identify opportunities for improvement, reduce friction, and enhance overall customer satisfactionHelp shape the vision and strategy of a new team, contributing to its long-term success and influence across the organization You might thrive in this role if you:Have 8+ years of experience in program management, operations, or support engineering, with a focus on building scalable processes and toolingHave shipped or maintained tools and automations (dashboards, ETL pipelines, low-code apps) that eliminated manual work and scaled beyond a single teamTreat ChatGPT & LLMs as default co-developers, rapidly turning natural-language ideas into working code or queriesDeeply enjoy working cross-functionally and are skilled at building relationships with Product, Engineering, and Operations teamsExcel in a dynamic, high-impact team environment where you can create structure and make meaningful contributionsAre passionate about using tools and automation to drive efficiency and improve customer outcomesPossess exceptional communication, organization, and problem-solving skillsHave a high ownership mindset with a bias toward action; comfortable operating in ambiguity, driving clarity, and rolling up their sleeves to get things doneAbout OpenAIOpenAI 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