customer support
Posted 1 weeks agoSupport Delivery Lead, Ads
at openai
San Francisco, United StatesHybrid
Responsibilities
- - Design and continuously improve support coverage for ad buyers, ensuring the team can diagnose delivery issues and monetization and integration issues with equal rigor.
- Drive alignment on priorities, escalation paths, launch readiness, tooling improvements and mechanisms to reduce repeated customer pain points.
- Proactively identify rollout risks and ensure support feedback loops influence product decisions.
Requirements
- This includes technical guidance, troubleshooting complex delivery and monetization issues, and partnering closely with Product, Engineering, Trust & Safety and Go-To-Market teams to resolve customer-impacting problems and improve the platform over time.
- experience at scale by combining strong human support with automation, self-service, and AI-enabled workflows, while maintaining high operational rigor.
- You will set the operational bar for quality, responsiveness, and consistency; coach and grow the team; and translate support signals into actionable improvements with Engineering, Product, and Go-To-Market partners.
- - Act as the bridge between Support Delivery, Engineering, Product, and Go-To-Market teams.
- experience in Support Delivery, Customer Operations, Ads Operations, or similar environments, including direct people management. - Have
- experience supporting advertising products and workflows, with demonstrated understanding of advertiser needs.
- - Have demonstrated ability to define, implement, and manage operational and business KPIs; comfort building reporting mechanisms and running metrics-driven operating cadences.
- - Have strong project/program management skills, with the ability to drive complex initiatives across time zones and stakeholder groups.
- - Have demonstrated ability to take an automation-first approach, with a track record of applying AI, tooling, and systems thinking to design and implement processes that scale support impact.
- About OpenAI OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence
Experience
- You might thrive in this role if you: - Have 10+ years of leadership
Additional details
- About the Team The Ads Support Delivery team is responsible for helping successfully operate and grow on our Ads product.
- The team’s mission is to deliver a high-quality customer
- About the Role: As a Support Delivery Lead for Ads, you will lead a team responsible for end-to-end support delivery across the ads ecosystem, including campaign setup, delivery, billing, measurement, and policy navigation.
- We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees. In this role,
- you will: - Lead and support a team of Ads support engineers, ensuring they have the tools, clarity, and coaching needed to operate at a high bar in a technically complex domain.
- - Set clear expectations and operating standards, run recurring performance reviews, and build development plans that grow both technical depth (ad tech fluency) and customer-facing excellence.
- - Handle escalated customer or partner engagements with professionalism, ensuring OpenAI is well-represented in challenging situations and complex builds.
- - Contribute to the development of innovative strategies that drive the efficiency, scalability, and growth of the user operations team, aligning with organizational goals.
- - Partner with Product and Engineering on Ads launches and changes to ensure support readiness (playbooks, known issues, tooling, training).
- - Have strong cross-functional leadership skills, with a track record of influencing Product and Engineering roadmaps using customer impact, operational data, and clear prioritization.