Support Program Manager, Partnerships

Triwill Group; San Francisco, Northern (CA, KY); Hybrid; USD 140,000 - 190,000; Full time

Job summary

OpenAI in San Francisco is seeking a seasoned Program Manager to lead support readiness and operational programs for cloud partnerships and strategic collaborations. You will work with Engineering, Product, Support Delivery, and external partners to translate complex requirements into scalable customer experiences and robust support models.

This role focuses on launch planning, incident routing, escalation management, and ongoing improvements, using AI and automation to scale partner workflows

Qualifications

• Eight+ years in program management, support operations, partnerships, or related roles in tech environments.
• Experience translating technical requirements into actionable operations.
• Familiarity with cloud platforms and enterprise products.

Responsibilities

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

Skills

Program Management

Support Operations

Partnerships

Cloud Platforms

Technical Partnerships

Operational Design

Customer Support

Escalation Management

AI

Automation

Cybersecurity

Life Sciences

Communication

Job description

# Support Program Manager, PartnershipsOn-siteSan FranciscoAll jobsOn-site jobs## SkillsProgram ManagementSupport OperationsCloud PlatformsTechnical PartnershipsOperational DesignCustomer SupportEscalation ManagementAIAutomationCybersecurityLife SciencesCommunication## DescriptionAbout the TeamThe User Operations team (Support) is central to ensuring that our customers' experience with our products is nothing short of exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering and others to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.About the RoleWe’re seeking a Program Manager to lead support readiness and operational programs for OpenAI’s cloud and strategic partnerships. You’ll work closely with Engineering, Product, Support Delivery, and external partners to translate complex technical and business requirements into scalable customer support experiences.This role will help define how we support customers across partner ecosystems, from launch planning and issue-routing workflows to escalation management and ongoing operational improvements.In this role, you will:- Lead support readiness for new and existing cloud and strategic partnerships, including launch planning, operational design, and ongoing program execution.- Partner closely with Engineering, Product, go-to-market teams, and external partners to develop support models for technically complex products and integrations.- Define partner-specific customer journeys, support workflows, escalation paths, ownership models, and cross-company handoffs.- Identify operational and technical risks, align stakeholders on solutions, and drive improvements that strengthen the customer experience.- Establish clear success metrics and operating rhythms to monitor partnership health, launch readiness, and support performance.- Use AI and automation to improve partner-related support workflows and scale operations effectively.You might thrive in this role if you:- Have 8+ years of experience in program management, support operations, partnerships, or related roles within a fast-paced technology environment.- Have experience working closely with engineering teams to translate technical requirements into clear operational plans.- Have experience with cloud platforms, cloud-provider partnerships, or technically complex enterprise products.- Are comfortable navigating ambiguity and driving alignment across internal teams and external partners.- Can move between strategic planning and hands-on execution while maintaining a strong focus on customer outcomes.- Have experience in cybersecurity or life sciences; this background is a plus but not required.About OpenAIOpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement https://cdn.openai.com/policies/eeo-policy-statement.pdf.Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.To notify OpenAI that you believe this job posting is non-compliant, please submit a report through this form https://form.asana.com/?d=57018692298241&k=5MqR40fZd7jlxVUh5J-UeA. No response will be provided to inquiries unrelated to job posting compliance.We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link https://form.asana.com/?k=bQ7w9h3iexRlicUdWRiwvg&d=57018692298241.OpenAI Global Applicant Privacy Policy https://cdn.openai.com/policies/global-employee-and-contractor-privacy-policy.pdfAt OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.