Product Engagement Manager, User Operations

OpenAI•San Francisco, CA

1d•$279,000 - $310,000•Hybrid

About The Position

As a Product Engagement Manager on the User Operations team, you will lead a team of Product Engagement Specialists responsible for coordinating successful product launches across internal and external teams. You will connect product teams with support operations and equip frontline teams with the tools and knowledge to support new product rollouts. The role combines day-to-day team leadership and individual-contributor work with building scalable systems for launch readiness and customer feedback. You will develop feedback loops that capture the voice of the user and turn customer insights into actionable product improvements. You will set team strategy and priorities, establish goals and quality standards, allocate capacity, and coach and develop the team. You will work cross-functionally with Product, Engineering, Marketing, and Operations to align launch plans, monitor post-launch performance, identify risks, and make launch procedures repeatable and scalable. The position is based in San Francisco, California, with a hybrid work model requiring three days in the office per week. Relocation assistance is offered to new employees.

Requirements

Experience leading product enablement or launch-readiness functions at scale, particularly in a customer support environment.
Experience in product management involving automation and tool development, and using metrics and feedback to improve decisions and processes.
Ability to build strong cross-functional relationships with Product, Engineering, and Operations teams.
Strong customer advocacy skills, including the ability to translate customer feedback into strategic product insights.
Strong organizational skills and ability to manage multiple projects with competing deadlines.
Ability to communicate technical concepts and customer pain points clearly to diverse audiences.
Ability to take ownership of initiatives from ideation through implementation and post-launch analysis.
Ability to thrive in a fast-paced environment with shifting priorities.

Nice To Haves

Experience shipping tooling or automations—such as workflows, dashboards, scripted automation, or lightweight pipelines—that reduce manual work and scale beyond a single team.

Responsibilities

Lead a team coordinating product launches across internal and external teams, ensuring smooth execution and support readiness.
Set team strategy and priorities, translate them into goals and quality standards, and allocate capacity.
Coach, provide feedback to, develop, and manage the performance of team members.
Build a scalable Voice of the User program and feedback loops between Support, Product, and Engineering before and after launches.
Represent users’ 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 to minimize customer disruption.
Report on feedback-loop performance, including insights, trends, and recommendations for the product roadmap.