Support Operations Lead: Scale Automation & Partnerships

OpenAI; California (MO); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work model

Job summary

OpenAI is seeking a Support Operations Lead in San Francisco, CA, blending leadership with systems thinking to elevate frontline support at scale. You’ll own service health, automation programs, and partner/vendor management, while reducing manual work and driving measurable capacity gains.

You’ll collaborate with Automation Engineering, Support Engineering, and Fraud & Risk to embed AI-powered tools. This role combines team leadership with hands-on problem solving in a fast-paced, high-growth

Qualifications

• 8+ years of experience leading support operations teams.
• Strong track record of coaching and improving automation adoption.
• Able to translate complex operational problems into scalable systems.
• Hands-on approach while managing a team.

Responsibilities

• Lead organizational design for frontline operations across partner and vendor management.
• Oversee partner management, capacity planning, and workforce management.
• Own end-to-end service governance, including automation rate, cost to serve, first-response time.
• Set standards for scalable work processes and reusable systems.
• Upskill teams and embed LLM-powered tools into frontline workflows with Automation Engineering and Fraud & Risk teams.

Skills

Operations leadership

Vendor management

Data analysis

Automation tooling

Cross-functional collaboration

Project management

Problem solving

Job description

OpenAI is seeking a Support Operations Lead in San Francisco, CA, blending leadership with systems thinking to elevate frontline support at scale. You’ll own service health, automation programs, and partner/vendor management, while reducing manual work and driving measurable capacity gains.

You’ll collaborate with Automation Engineering, Support Engineering, and Fraud & Risk to embed AI-powered tools. This role combines team leadership with hands-on problem solving in a fast-paced, high-growth