Ads Support Delivery Lead — Scale & Impact

OpenAI

California (MO)

Hybrid

USD 180,000 - 230,000

Full time

14 days+

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Job summary

OpenAI is hiring a Support Delivery Lead for Ads in San Francisco, CA. You will guide a team delivering end-to-end ad support, including campaign setup, delivery, billing, measurement and policy navigation, setting performance standards, and driving improvements with Engineering and Product.

The role emphasizes coaching, scalability, and an automation-first mindset, with relocation assistance available. You will collaborate across cross-functional teams to raise the bar for customer experience

Qualifications

12+ years of experience in Support Delivery, Customer Operations, Ads Operations, or similar environments.
6+ years of direct people management.
Experience supporting advertising products and workflows.

Responsibilities

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 and customer-facing excellence.
Design and continuously improve support coverage for ad buyers, ensuring the team can diagnose delivery issues and monetization and integration issues with equal rigor.
Act as the bridge between Support Delivery, Engineering, Product, and Go-To-Market teams.
Partner with engineering teams to resolve complex customer issues, while generating valuable insights to inform product development and GTM strategies.
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). Proactively identify rollout risks and ensure support feedback loops influence product decisions.