Strategy & Operations Programs, Support

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 AI systems and aim to safely deploy them globally through our products. We believe AI is a powerful tool that must be created with safety and human needs at its core. To achieve our mission, we embrace and value diverse perspectives, voices, and experiences from the full spectrum of humanity.

Introduction

The User Operations team (Support) at OpenAI is crucial for delivering an exceptional customer experience. We aim to resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption of our products. We collaborate with Sales, Technical Success, Product, Engineering, and other teams to provide the best possible experience to a diverse range of customers, from early-stage startups to global enterprises.

We are looking for a dynamic support strategy operator to lead strategic and operational initiatives across OpenAI’s customer support/user operations. In this role, you will work closely with User Operations leaders and cross-company teams to scale, mature, and optimize our support operations. Your work will involve strategic initiatives focused on enhancing customer experience and driving operational excellence, ensuring our support organization can grow sustainably with the business.

This role is not about executing existing playbooks. AI is fundamentally changing customer experience and how we build tools and organizations. This position requires a proactive, strategic planner and executor who can anticipate future needs and define the future of customer support at OpenAI and globally.

Responsibilities

• Drive the ideation and operationalization of new support systems, processes, and programs.
• Collaborate with leaders to identify, evaluate, and prioritize new strategic and operational initiatives, ensuring alignment with company goals and unique organizational objectives.
• Work with product, engineering, and data teams to uncover and address key operational challenges and growth/scaling opportunities within the support organization, such as automation, process optimization, and enhanced self-service options.
• Deep dive into the critical drivers of our support operations and identify opportunities for optimization and innovation.
• Partner with other members of the go-to-market organization, product, and partnerships to launch new initiatives – helping think through strategic impacts, executing on operational components, and driving change management.

Requirements

• 8+ years of experience in operations, strategy, and consulting, with at least 5 years building and leading customer-facing operations. Proven history of high-impact work in a technical environment.
• Ability to operate at all levels, from discussing strategy and vision with executives to troubleshooting operations with individual contributors.
• Extensive experience taking end-to-end ownership of large, ambiguous problems and breaking them down into clear, actionable plans.
• Direct experience engaging with executives and senior leaders to influence and drive strategic decisions.
• Highly analytical, with strong skills in data modeling and operational forecasting to drive insights and decision-making.
• Excellent communication and collaboration skills, adept at influencing stakeholders across all levels of the organization.
• Thrives in chaotic environments and relentlessly drives program structure to enable the team.
• Passion for technology, AI, and customer service, and enthusiasm for the transformative impact of AI on business and society.

Nice to Have

• Experience leveraging technology and concepts that are not yet established in the world (some of which you will produce yourself).

About Company

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 AI systems and aim to safely deploy them globally through our products. We believe AI is a powerful tool that must be created with safety and human needs at its core. To achieve our mission, we embrace and value diverse perspectives, voices, and experiences from the full spectrum of humanity.

How to Apply

Click the "Apply Now" button on the job board to submit your application.