Technical Program Manager, Support Delivery

OpenAI; Los Angeles (CA); Hybrid; USD 216,000 - 240,000; Full time

Job summary

OpenAI is looking for a Technical Program Manager to join their User Operations team in San Francisco, CA. This hybrid role focuses on shaping customer experiences and driving process improvements, requiring strong program management skills. Candidates should have over 8 years of relevant experience and a passion for automation and efficiency.

The position offers a competitive salary between $216,000 and $240,000 plus equity options.

Qualifications

• 8+ years of experience in program management or support engineering.
• Experience shipping tools that scale beyond a single team.
• Strong cross-functional collaboration skills.

Responsibilities

• Lead support delivery programs for strategic customers.
• Implement scalable processes and tooling.
• Coordinate requirements with internal teams.

Skills

Program management

Operations

Support engineering

Communication skills

Automation

Data science

Tools

Dashboards

ETL pipelines

Low-code apps

Job description

Technical Program Manager, Support Delivery

Location: User Operations – San Francisco, CA (hybrid: 3 days in-office per week, relocation assistance available).

OpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that their product experience is exceptional. We are building the first post‑AGI support team, resolving complex issues, providing technical guidance, and supporting customers to maximize value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering, and others to deliver the best possible experience at scale. Our customers range from early‑stage startups to established global enterprises.

About the Role

We are looking for a Technical Program Manager to join the Senior Support Engineering team. This role is an exciting opportunity to define and implement foundational support practices that will scale with OpenAI’s growth. You will lead efforts to establish new operational frameworks, drive process alignment with various internal teams, and lead tooling and automation projects. The position offers the chance to shape customer experience while collaborating across multiple teams.

You thrive at the intersection of project management, systems building, data science/engineering/software engineering, team enablement, and customer advocacy – and enjoy working cross‑functionally in a fast‑paced, evolving environment.

In this role, you will:

• Lead support delivery programs for Tier 3 frontline delivery for our most strategic customers, including productivity and workflow improvements, team operations, and knowledge management for the Support Delivery team.
• Partner with Support Delivery and cross‑functional leadership to define the experience, stand up the program, manage pilots and rollout, and ensure premium operations and playbooks stay healthy over time.
• Lead strategy and program design for internal support initiatives, including specialization programs, quality initiatives, community support, product reliability, and launch supportability.
• Coordinate requirements, implementation, and ongoing iteration with internal build owners and systems partners.
• Lead projects to identify, implement, and scale tools and automation that improve customer support efficiency and effectiveness.
• Identify and scale practical AI‑powered workflows across support operations, using automation, LLMs, and internal tooling to reduce manual work, improve resolution quality, and help the team operate more effectively at scale.
• Collaborate across teams to identify opportunities for improvement, reduce friction, and enhance overall customer satisfaction.
• Help shape the vision and strategy of a new team, contributing to its long‑term success and influence across the organization.

You might thrive in this role if you:

• Have 8+ years of experience in program management, operations, or support engineering, with a focus on building scalable processes and tooling.
• Have shipped or maintained tools and automations (dashboards, ETL pipelines, low‑code apps) that eliminated manual work and scaled beyond a single team.
• Treat ChatGPT & LLMs as default co‑developers, rapidly turning natural‑language ideas into working code or queries.
• Deeply enjoy working cross‑functionally and are skilled at building relationships with Product, Engineering, and Operations teams.
• Excel in a dynamic, high‑impact team environment where you can create structure and make meaningful contributions.
• Are passionate about using tools and automation to drive efficiency and improve customer outcomes.
• Possess exceptional communication, organization, and problem‑solving skills.
• Have a high ownership mindset with a bias toward action; comfortable operating in ambiguity, driving clarity, and rolling up your sleeves to get things done.

Compensation

$216,000 – $240,000 + Offers Equity

Equal Opportunity & EEO Information

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.

Background checks for applicants will be administered in accordance with applicable law. 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 U.S.‑based candidates.

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