Service Design Lead, Support Journeys (Hybrid + Relocation)

OpenAI, Inc.; San Francisco (CA); Hybrid; USD 216,000 - 310,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Relocation support

Learning stipend

Meal credits

Job summary

OpenAI, Inc. in San Francisco, CA is seeking a Service Design Program Manager for Support to drive research-driven improvements to customer support journeys. You will partner with Engineering, Product, and Operations to translate insights into practical workflows and scalable processes.

This hands-on role requires 8+ years in service design, strong research synthesis, and excellent communication. The position offers a hybrid schedule (3 days in office), relocation assistance, and meaningful

Qualifications

• 8+ years of experience in service design or closely related roles with ownership of service improvements from research through implementation and evaluation.
• Bachelor’s degree in Service Design, Interaction Design, Human-Computer Interaction, Human Factors, or related field, or equivalent experience.
• Strong qualitative research and synthesis skills and ability to combine customer insights with operational data.
• Experience designing across customer touchpoints, internal workflows, and systems, including handoffs between teams.
• Proven experience leading ambiguous projects spanning product, engineering, and support operations into practical solutions.
• Experience using AI tools to support research synthesis, explore service design options, and prototype workflows with human input when needed.
• Clear written, verbal, and visual communication skills with ability to explain design decisions and build alignment.
• Hands-on approach with persistence to rollout, adoption, and evaluation.

Responsibilities

• Design, execute, and report on research; drive improvements to OpenAI's support journeys.
• Collaborate with Engineering, Product, Support Delivery, and Operations to prioritize opportunities.
• Present research findings and recommendations and partner with teams through execution.
• Own end-to-end research and operationalization from stakeholder meetings to rollout.
• Map customer journeys and lead enhancements across product and support.

Skills

Service design

Stakeholder mgmt

Research synthesis

Cross-functional

Communication

Hands-on rollout

Education

Bachelor's degree

Tools

AI tools

Workflow design tools

Job description

OpenAI, Inc. in San Francisco, CA is seeking a Service Design Program Manager for Support to drive research-driven improvements to customer support journeys. You will partner with Engineering, Product, and Operations to translate insights into practical workflows and scalable processes.

This hands-on role requires 8+ years in service design, strong research synthesis, and excellent communication. The position offers a hybrid schedule (3 days in office), relocation assistance, and meaningful