Service Designer: Elevate Customer Support Journeys

Service Design Jobs; San Francisco (CA); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work model

Job summary

OpenAI is seeking a Service Designer to improve how customers get help across our products. You will connect customer needs with the people, processes, and systems that shape their support experience as a hands-on individual contributor within User Operations.

You’ll own projects from discovery through implementation, leading cross-functional partners to turn insights into practical changes and measuring impact on both customers and the teams supporting them.

Qualifications

• 8+ years of service design experience with ownership from research through implementation and evaluation.
• Strong qualitative research and synthesis skills tied to operational data.
• Proven ability to influence stakeholders and manage cross-functional partners.

Responsibilities

• Design, execute, and report on research; identify opportunities; drive improvement to OpenAI’s support journeys.
• Collaborate with Engineering, Product, Support Delivery, and Operations to prioritize opportunities that improve product and process decisions and customer experiences.
• Demonstrate stakeholder management, influence, and communication by presenting research findings and recommendations, and partnering with teams through execution.
• Own end-to-end research and operationalization, including stakeholder meetings, insights analysis, scoping projects, and leading execution.
• Map customer journeys across product and support interactions, suggest enhancements, and lead the team through operationalizing insights.

Skills

Service design experience

Stakeholder management

Qualitative research

Cross-functional collaboration

Communication

Education

Bachelor's degree in Service Design/Interaction Design/HCI/Human Factors

Job description

OpenAI is seeking a Service Designer to improve how customers get help across our products. You will connect customer needs with the people, processes, and systems that shape their support experience as a hands-on individual contributor within User Operations.

You’ll own projects from discovery through implementation, leading cross-functional partners to turn insights into practical changes and measuring impact on both customers and the teams supporting them.