AI-Driven Support Programs Manager

Triwill Group

San Francisco, Northern (CA, KY)

Hybrid

USD 150,000 - 210,000

Full time

7 days ago

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Benefits offered by this job

Relocation assistance available

Job summary

OpenAI is seeking a Support Program Manager to join our Support Delivery team in San Francisco, CA. This role defines scalable operating models, coordinates cross‑functional work, and leads tooling and automation projects to improve customer support at scale.

You will drive AI‑powered workflows, pilots, and playbooks, collaborating with Product, Engineering, and Operations. With 8+ years in program management or related fields, you will help shape the team’s long‑term strategy in a dynamic,

Qualifications

8+ years of experience in program management, operations, or support engineering.
Experience shipping or maintaining tools and automation that scale beyond one team.
Ability to work cross-functionally with Product, Engineering, and Operations.

Responsibilities

Lead support delivery programs for Tier 3 frontline delivery for strategic customers.
Define experience, stand up the program, manage pilots and rollout, and maintain playbooks.
Lead internal initiatives including specialization programs, quality and launch supportability.
Coordinate requirements with build owners and systems partners.
Identify and scale AI-powered workflows across support operations with automation and LLMs.
Collaborate to reduce friction and improve overall customer satisfaction.
Shape the vision and strategy of a new team for long-term success.