Product Engagement Manager, User Operations

OpenAI; United States; Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

OpenAI is seeking a Product Engagement Manager on the User Operations team in San Francisco, CA. This role leads a small team of Product Engagement Specialists, ensuring successful product launches and providing the tools and knowledge for frontline teams to deliver accurate, delightful customer experiences.

You will design scalable feedback loops, translate user insights into product improvements, and serve as the bridge between product and support operations in a fast-paced, evolving

Responsibilities

• Lead a team coordinating product launches across internal and external teams, ensuring seamless execution and support readiness.

Job description

About the Team

The Support team 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

As a Product Engagement Manager on the User Operations team, you will lead a team of Product Engagement Specialists responsible for ensuring smooth, successful product launches across internal and external teams. You’ll be the glue connecting product teams and support operations, equipping teams with the tools and knowledge needed to support new product rollouts. You’ll build scalable feedback loops that capture the voice of the user and translate insights into actionable product improvements, and ensure that frontline teams have the knowledge and skills to deliver accurate, delightful customer interactions at scale. We’re looking for someone who thrives at the intersection of product management, team enablement, and customer advocacy, and who enjoys working cross-functionally in a fast-paced, evolving environment. This person will manage the day-to-day work while also helping architect the systems needed to scale it. The successful candidate will be a leader-coach who can lead a small team while continuing to perform individual contributor work. This role is based in San Francisco, CA. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.

In this role, you will:

• Lead a team coordinating product launches across internal and external teams, ensuring seamless execution and support readiness.
• Set the team’s strategy and priorities, translate them into c