Technical Program Manager, Support Delivery

OpenAI•San Francisco, CA

12d•$216,000 - $240,000•Hybrid

About The Position

OpenAI’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. We are looking for a Technical Program Manager to join our Senior Support Engineering 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.

Requirements

Have 8+ years of experience in program management, operations, or support engineering, with a focus on building scalable processes and tooling
Have shipped or maintained tools and automations (dashboards, ETL pipelines, low-code apps) that eliminated manual work and scaled beyond a single team
Treat ChatGPT & LLMs as default co-developers, rapidly turning natural-language ideas into working code or queries
Deeply enjoy working cross-functionally and are skilled at building relationships with Product, Engineering, and Operations teams
Excel in a dynamic, high-impact team environment where you can create structure and make meaningful contributions
Are passionate about using tools and automation to drive efficiency and improve customer outcomes
Possess exceptional communication, organization, and problem-solving skills
Has a high ownership mindset with a bias toward action; comfortable operating in ambiguity, driving clarity, and rolling up their sleeves to get things done

Responsibilities

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 team
Partner 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 time
Lead strategy and program design for internal support initiatives, including specialization programs, quality initiatives, community support, product reliability and launch supportability
Coordinate requirements, implementation, and ongoing iteration with internal build owners and systems partners
Lead projects to identify, implement, and scale tools and automation that improve customer support efficiency and effectiveness
Identify 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 scale
Collaborate across teams to identify opportunities for improvement, reduce friction, and enhance overall customer satisfaction
Help shape the vision and strategy of a new team, contributing to its long-term success and influence across the organization