Support Operations Leader - Automation & Scale

OpenAI; San Francisco (CA); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work model

Travel 1–2 weeks quarterly

Job summary

OpenAI is seeking a Support Operations Lead in San Francisco to own service health, automation programs, and vendor management. This role focuses on reducing manual work, expanding automation, and operationalizing AI across support at scale.

The position combines team leadership with hands-on problem solving, working across engineering, data, and product to define scalable support systems and governance in a high-growth environment.

Qualifications

• 8+ years of experience leading support operations teams.
• Strong track record coaching, driving accountability, and improving automation adoption at scale.
• Comfortable managing a team while staying hands‑on in solving ambiguous operational problems.

Responsibilities

• Lead and evolve organizational design for frontline operations across partner and vendor management, coaching teams to expand automation and deliver measurable capacity gains.
• Lead multi-site partner management, including commercial ownership, capacity planning and workforce management, QBRs, and performance recovery.
• Own end-to-end service governance for partner and vendor teams, including automation rate, cost to serve, first‑response time, productivity, and quality.
• Set standards for how work gets done at scale, replacing one-off fixes with reusable systems.
• Upskill teams and partner with Automation Engineering, Support Engineering, and Fraud & Risk to embed LLM-powered tools into frontline workflows.

Skills

Support operations leadership

Vendor management

Automation adoption

Cross-functional collaboration

Tools

LLM-powered tools

Automation Engineering

Support Engineering

Fraud & Risk collaboration

Job description

OpenAI is seeking a Support Operations Lead in San Francisco to own service health, automation programs, and vendor management. This role focuses on reducing manual work, expanding automation, and operationalizing AI across support at scale.

The position combines team leadership with hands-on problem solving, working across engineering, data, and product to define scalable support systems and governance in a high-growth environment.