Technical Program Manager, Support Delivery

San Francisco, United StatesHybrid

Responsibilities

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 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,

About the Team OpenAI’s User Operations team shepherds our customer’s adoption of AI and ensures that our customers' product
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.
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

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
About the Role 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.