Hybrid Service Design & Experience Manager (SF)

OpenAI, Inc.; United States; Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

OpenAI is hiring a Service Design Program Manager to improve how customers get help across our products. Based in San Francisco, you’ll join the User Operations team with a hybrid schedule (three days in the office per week) and relocation assistance for new hires.

You’ll own the end-to-end research process from discovery to implementation: researching customer needs, mapping support journeys, designing workflows, and leading cross-functional partners to operationalize insights and measure

Qualifications

• 8+ years of relevant experience in service design.
• Bachelor's degree in Service Design, Interaction Design, HCI, Human Factors, or related field.
• Strong qualitative research and synthesis skills.
• Experience designing across customer touchpoints and internal workflows.
• Proven experience leading ambiguous projects across product, engineering, and operations.
• Experience using AI tools to support research synthesis and prototype workflows.

Responsibilities

• Design, execute, and report on research; identify opportunities and drive improvement to OpenAI's support journeys.
• Collaborate with Engineering, Product, Support Delivery, and Operations to prioritize opportunities.
• Demonstrate stakeholder management, influence, and communication skills by presenting research findings and recommendations.
• Own the end-to-end research and operationalization process from discovery to rollout.
• Map customer journeys and lead the team through operationalizing insights.

Skills

Service design

Stakeholder management

Research synthesis

Communication skills

Cross-functional collaboration

Hands-on implementation

Education

Bachelor's degree in Service Design or related field

Tools

AI tools

Job description

OpenAI is hiring a Service Design Program Manager to improve how customers get help across our products. Based in San Francisco, you’ll join the User Operations team with a hybrid schedule (three days in the office per week) and relocation assistance for new hires.

You’ll own the end-to-end research process from discovery to implementation: researching customer needs, mapping support journeys, designing workflows, and leading cross-functional partners to operationalize insights and measure