Strategic Support Vendor Partnerships Lead

SupportFinity™; San Francisco (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

OpenAI is seeking a Support Partner Manager (Vendor Manager) to lead health and performance of multiple support vendors. You will drive commercial accountability, establish forecasting and staffing frameworks, and implement scalable processes with Operations, Data, and Systems teams.

You will collaborate with cross-functional partners to scale programs, manage risks, and ensure high-quality customer support experiences at speed.

Qualifications

• 5+ years in vendor/BPO operations management, support operations, or partner performance leadership in a scaled environment.
• Proven ability to run vendor governance: QBRs, SLA/KPI design, escalation paths, remediation plans, and cross-functional stakeholder management.
• Awareness of workforce planning approaches—forecasting frameworks, capacity models, staffing strategies, and performance-to-plan systems.
• Strong analytical and operational rigor: comfort working with data to define inputs/assumptions, evaluate tradeoffs, and drive outcomes.
• Familiarity with support tooling (Salesforce Service Cloud or similar), and ability to collaborate with Systems/Tooling to implement scalable processes.
• Exposure to WFM platforms (NICE, Assembled, Calabrio, Playvox) and translating needs into platform requirements and governance.
• Strong communication skills and executive presence: aligning stakeholders, negotiating priorities, and driving accountability.

Responsibilities

• End-to-end vendor leadership: oversee day-to-day vendor health and executive accountability across multiple partners.
• Define and manage SLA/KPI performance, run WBRs/QBRs, identify gaps, and drive remediation plans with clear owners and timelines.
• Serve as primary escalation point for vendor issues including incidents, surge events, quality regressions, and continuity risks.
• Partner on contract levers, staffing commitments, service scope changes, and governance to drive measurable outcomes.
• Workforce Management operating model design (25-30%): establish forecasting, capacity planning, staffing standards across internal and external teams.
• Stand up a consistent planning cadence tied to business drivers (weekly/monthly/quarterly) and ensure partner compliance.
• Produce clear, decision-ready reporting on vendor health, capacity risk, and scaling constraints for leadership.

Skills

Vendor operations management

Stakeholder management

Analytical thinking

Communication skills

Workforce Management

Support tooling familiarity

WFM platforms exposure

Executive presence

Tools

Salesforce Service Cloud

NICE

Assembled

Calabrio

Playvox

Job description

OpenAI is seeking a Support Partner Manager (Vendor Manager) to lead health and performance of multiple support vendors. You will drive commercial accountability, establish forecasting and staffing frameworks, and implement scalable processes with Operations, Data, and Systems teams.

You will collaborate with cross-functional partners to scale programs, manage risks, and ensure high-quality customer support experiences at speed.