Hybrid Support Operations Manager: Automation & Partnerships

OpenAI, Inc.; San Francisco (CA); Hybrid; USD 279,000 - 310,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work model

Travel 1–2 weeks per quarter

Job summary

OpenAI is seeking a Support Operations Manager who combines operational leadership, systems thinking, vendor management, and hands-on execution to own service health, automation programs, and partner management. You’ll identify opportunities to reduce manual work and help operationalize AI across support at scale.

This role is based in San Francisco with a hybrid work model, relocation assistance, and travel 1–2 weeks per quarter.

Qualifications

• Have 10+ years of experience in support operations, including 4+ years leading senior individual contributors with coaching, accountability, and automation adoption at scale.
• Comfortable managing a team while staying hands-on in solving ambiguous operational problems.
• Fluent in operational data and technical collaboration; define metrics, interpret dashboards, design experiments, and partner with engineering/data teams to scale complex problems.

Responsibilities

• Lead and evolve organizational design for frontline operations across partner and vendor management, coaching teams to expand automation and deliver measurable capacity gains.
• Lead multi-site partner management, including commercial ownership, capacity planning and workforce management, QBRs, and performance recovery.
• Own end-to-end service governance for partner and vendor teams, including automation rate, cost to serve, first-response time, productivity, and quality.
• Set standards for how work gets done at scale, replacing one-off fixes with reusable systems.
• Upskill teams and partner with Automation Engineering, Support Engineering, and Fraud & Risk to embed LLM-powered tools into frontline workflows.

Skills

Operational leadership

Vendor management

Systems thinking

Cross-functional collaboration

Tools

Automation tooling

Job description

OpenAI is seeking a Support Operations Manager who combines operational leadership, systems thinking, vendor management, and hands-on execution to own service health, automation programs, and partner management. You’ll identify opportunities to reduce manual work and help operationalize AI across support at scale.

This role is based in San Francisco with a hybrid work model, relocation assistance, and travel 1–2 weeks per quarter.