Strategy & Operations Programs, Support

About The Team

The User Operations team (Support) is central to ensuring that our customers' experience with our products is nothing short of exceptional. 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.

About The Role

We are seeking a dynamic support strategy operator to drive strategic and operational initiatives across OpenAI’s customer support/user operations landscape. In this role, you will work closely with leaders in User Operations and across the company to help scale, mature, and optimize our support operations. Your work will span a range of strategic initiatives aimed at enhancing the customer experience and driving operational excellence, ensuring that our support organization can sustainably scale with the business's growth.

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.
• Deeply 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

You might thrive in this role if you have 8+ years of experience in operations, strategy, and consulting, with at least 5 years of experience building and leading customer-facing operations. You have a history of high impact work in a technical environment. You are non-traditional – this role will require leveraging technology and concepts that are not yet established in the world (some of which you will produce yourself). You are comfortable operating at all altitudes – discussing strategy and vision with executives, and troubleshooting operations with individual contributors. You have extensive experience in taking end-to-end ownership of large, ambiguous problems, and breaking them down into clear, actionable plans. You are highly analytical, with strong skills in data modeling and operational forecasting to drive insights and decision-making. You possess excellent communication and collaboration skills and are skilled in influencing stakeholders across all levels of the organization. You thrive in chaos, and relentlessly drive program structure to enable the team. You have a passion for technology, AI, and customer service, and are enthusiastic about the transformative impact of AI on business and society.

Qualifications

OpenAI is an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.

Benefits

No specific benefits are mentioned in the job posting.

Pay

Compensation Range: $240K

Schedule

No specific schedule is mentioned in the job posting.