Service Designer: Transform Customer Support Journeys

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

Job summary

OpenAI is seeking a Service Designer to improve how customers get help across OpenAI's products. This hands-on role within User Operations connects customer needs with the people, processes, and systems that shape the support experience.

You'll own projects from discovery through implementation: researching customer and team needs, mapping support journeys, designing better workflows, and leading cross-functional partners through execution. This role is based in San Francisco.

Qualifications

• 8+ years of experience in service design or closely related roles with ownership of improvements from research through implementation.
• Bachelor’s degree or equivalent practical experience in a relevant field.
• Strong qualitative research, synthesis, and ability to combine customer insights with operational data.
• Experience designing across customer touchpoints, internal workflows, and systems.
• Proven ability to lead ambiguous projects across product, engineering, and support operations.

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 communicate findings and recommendations clearly.
• Own end-to-end research and operationalization, from stakeholder meetings to execution.
• Map customer journeys with product and support interactions; lead the team through operationalizing insights.

Skills

Qualitative research

Stakeholder management

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 OpenAI's products. This hands-on role within User Operations connects customer needs with the people, processes, and systems that shape the support experience.

You'll own projects from discovery through implementation: researching customer and team needs, mapping support journeys, designing better workflows, and leading cross-functional partners through execution. This role is based in San Francisco.