Strategic Support Programs Lead

OpenAI; California (MO); On-site; USD 150,000 - 210,000; Full time

Job summary

OpenAI seeks a Program Manager to lead support readiness and operational programs for cloud partnerships. You will translate complex technical and business requirements into scalable customer support experiences, working with Engineering, Product, Support Delivery, and external partners.

This role focuses on defining partner-specific journeys, escalation paths, and ongoing improvements, leveraging AI and automation to enhance partner-related workflows and scale operations.

Qualifications

• 8+ years of program management, support operations, partnerships, or related roles in a fast-paced tech environment.
• Experience translating technical requirements into scalable operational plans.
• Familiarity with cloud platforms or cloud-provider partnerships; enterprise product experience.

Responsibilities

• Lead support readiness for cloud and strategic partnerships, including launch planning and ongoing program execution.
• Develop support models with Engineering, Product, GTM teams, and external partners for complex products.
• Define partner-specific customer journeys, workflows, escalation paths, and cross-company handoffs.
• Identify risks, align stakeholders on solutions, and drive customer experience improvements.
• Establish success metrics and operating rhythms to monitor partnership health and performance.
• Utilize AI and automation to scale partner-related support workflows.

Skills

Program management

Support operations

Partnerships

Cross-functional collaboration

Cloud platforms

Risk assessment

Job description

OpenAI seeks a Program Manager to lead support readiness and operational programs for cloud partnerships. You will translate complex technical and business requirements into scalable customer support experiences, working with Engineering, Product, Support Delivery, and external partners.

This role focuses on defining partner-specific journeys, escalation paths, and ongoing improvements, leveraging AI and automation to enhance partner-related workflows and scale operations.