Service Designer, Support
About The Position
The Service Designer is a hands-on individual contributor within OpenAI’s User Operations team, responsible for improving how customers get help across OpenAI products. The role connects customer needs with the people, processes, and systems that shape the support experience. The designer owns projects from discovery through implementation, including researching customer and team needs, mapping support journeys, designing improved workflows, and guiding cross-functional partners through execution. Success involves translating insights into practical changes and measuring their impact on customers and support teams. The role is based in San Francisco, California, with a hybrid schedule of three days per week in the office. Relocation assistance is offered to new employees.
Requirements
- At least 8 years of relevant experience in service design or closely related roles, with demonstrated ownership of service improvements from research through implementation and evaluation.
- Bachelor’s degree in Service Design, Interaction Design, Human-Computer Interaction, Human Factors, or a related field, or equivalent practical experience.
- Strong qualitative research and synthesis skills, including the ability to combine customer insights with operational data.
- Experience designing across customer touchpoints, internal workflows, and systems, including handoffs between teams.
- Proven experience leading ambiguous projects spanning product, engineering, and support operations and turning them into practical solutions.
- Clear written, verbal, and visual communication skills, including the ability to explain design decisions, navigate tradeoffs, and build alignment across levels of seniority.
- Hands-on approach and persistence in carrying work through rollout, adoption, and evaluation.
Responsibilities
- Work with User Operations teams to design, execute, and report on research, identify opportunities, and improve OpenAI’s support journeys.
- Collaborate with Engineering, Product, Support Delivery, and Operations to prioritize opportunities where research can improve product and process decisions and customer experiences.
- Present research findings and recommendations, manage stakeholders, and partner with teams through execution.
- Own the end-to-end research and operationalization process, including stakeholder meetings, insight analysis, project scoping, and execution leadership.
- Partner cross-functionally to map customer journeys across product and support interactions, recommend enhancements, and lead operationalization of insights.
- Follow work through rollout, adoption, and evaluation.
Benefits
- Relocation assistance to new employees.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
