Support Program Manager, Live 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. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.

About the Role

We’re seeking a Program Manager to help build and scale live customer support experiences across User Operations. You’ll work closely with Support Delivery, Product, Engineering, and operations teams to shape how we provide timely, high-quality support through live and real-time channels. This role will own the programs, operating models, and cross-functional coordination needed to launch and improve live support as OpenAI’s products and customer needs evolve.

Responsibilities

• Build and scale live support programs, including real-time customer support channels.
• Define customer journeys, routing and escalation paths, service standards, coverage needs, and team-readiness requirements.
• Partner with Support Delivery, Product, Engineering, Data, and other cross-functional teams to align on tools, processes, and customer experience.
• Identify opportunities to improve support quality, response times, capacity, and operational efficiency.
• Help establish the staffing, training, and operational mechanisms needed to support new live-support capabilities.
• Use AI and automation thoughtfully to improve agent workflows while preserving a high-quality human support experience.
• Track program performance and translate operational insights into clear recommendations for leadership.

Qualifications

• 8+ years of experience in program management, customer support, support operations, service delivery, or related fields.
• Experience launching, building, or scaling live support teams or programs.
• Understanding of how to design scalable support operations, including service quality, escalation management, staffing readiness, and customer experience.
• Comfort partnering with technical and nontechnical teams to launch new capabilities and solve operational challenges.
• Ability to navigate ambiguity, take ownership of complex initiatives, and move quickly from strategy to execution.
• Experience supporting complex technical products or customer-facing hardware (a plus but not required).

About OpenAI

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 the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core.

Pay

Compensation Range: $216,000 - $240,000