Senior Service Designer - Customer Support Experience

Candidate

San Francisco (CA)

Hybrid

USD 140,000 - 200,000

Full time

8 days ago

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Benefits offered by this job

Relocation assistance

Hybrid work model (3 days in office)

Job summary

OpenAI is seeking a Service Designer to improve how customers get help across its products. You will be a hands-on contributor, connecting customer needs with people, processes, and systems that shape support experiences.

You’ll own projects from discovery through implementation, researching needs, mapping journeys, designing better workflows, and leading cross-functional execution. You will collaborate with Engineering, Product, Support Delivery, and Operations to prioritize opportunities where

Qualifications

8+ years of experience in service design or closely related roles with ownership of improvements from research through implementation and evaluation.
Strong qualitative research and synthesis skills; combine customer insights with operational data.
Experience leading ambiguous projects across product, engineering, and support operations to practical solutions.

Responsibilities

Design, execute, and report on research; identify opportunities and drive improvements to OpenAI’s support journeys.
Collaborate with Engineering, Product, Support Delivery, and Operations to prioritize opportunities.
Demonstrate stakeholder management and communication by presenting research findings and recommendations.
Own end-to-end research and operationalization; meet with stakeholders, analyze insights, scope projects, and lead execution.
Map customer journeys across product and support interactions; propose enhancements and lead rollout of insights.