Senior Technical Program Manager, AI Support & Scale

OpenAI; California (MO); Hybrid; USD 170,000 - 230,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

OpenAI's User Operations team is seeking a Technical Program Manager to join the Senior Support Engineering group in San Francisco. You will define and implement scalable operational frameworks, drive tooling and automation, and lead cross-functional programs to improve how we support customers at scale.

You will thrive at the intersection of project management, systems building, data science, and customer advocacy, collaborating with Product, Engineering, and Operations to create structure,

Qualifications

• 8+ years of experience in program management, operations, or support engineering.
• Shipped or maintained tools/automations (dashboards, ETL pipelines, low-code apps) at scale.
• Experience treating ChatGPT & LLMs as co-developers, turning NL ideas into working code or queries.
• Strong cross-functional relationship building with Product, Engineering, and Operations teams.
• Comfort in a dynamic, high-impact environment with ownership and action orientation.

Responsibilities

• Lead delivery programs for Tier 3 frontline delivery for strategic customers, including productivity and workflow improvements, team operations, and knowledge management for the Support Delivery team.
• Partner with Support Delivery and cross-functional leadership to define the experience, stand up the program, manage pilots and rollout, and ensure premium operations and playbooks stay healthy over time.
• Lead strategy and program design for internal support initiatives, including specialization programs, quality initiatives, community support, product reliability and launch supportability.
• Coordinate requirements, implementation, and ongoing iteration with internal build owners and systems partners.
• Lead projects to identify, implement, and scale tools and automation that improve customer support efficiency and effectiveness.
• Identify and scale practical AI-powered workflows across support operations, using automation, LLMs, and internal tooling to reduce manual work, improve resolution quality, and help the team operate more effectively at scale.
• Collaborate across teams to identify opportunities for improvement, reduce friction, and enhance overall customer satisfaction.
• Help shape the vision and strategy of a new team, contributing to its long-term success and influence across the organization.

Skills

Program management

Operations

Support engineering

Cross-functional collaboration

Communication

Automation tooling

AI/LLMs

Ownership mindset

Tools

Dashboards

ETL pipelines

Low-code apps

Automation

AI tooling

Job description

OpenAI's User Operations team is seeking a Technical Program Manager to join the Senior Support Engineering group in San Francisco. You will define and implement scalable operational frameworks, drive tooling and automation, and lead cross-functional programs to improve how we support customers at scale.

You will thrive at the intersection of project management, systems building, data science, and customer advocacy, collaborating with Product, Engineering, and Operations to create structure,