Support Operations Lead

OpenAI
San Francisco
Workplace: HybridFull timeUSD 279,000 - 310,000 annuallyFunction: Business OperationsExperience: 8+ yearsSkills: ["Operational leadership","Systems thinking","Hands-on execution","Coaching","Data-driven problem solving"]

Lead and evolve frontline support operations across partner and vendor teams, owning service governance, automation rate, cost to serve, and service quality. Manage multi-site partner performance through capacity planning, workforce management, and QBRs. Define scalable standards to replace one-off fixes with reusable systems, and collaborate with Automation Engineering, Support Engineering, and Fraud & Risk to embed LLM-powered tools into frontline workflows.

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FursaFursa
OpenAI
OpenAI
1 month ago

Support Operations Lead

āœ“ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead and evolve frontline support operations across partner and vendor teams, owning service governance, automation rate, cost to serve, and service quality. Manage multi-site partner performance through capacity planning, workforce management, and QBRs. Define scalable standards to replace one-off fixes with reusable systems, and collaborate with Automation Engineering, Support Engineering, and Fraud & Risk to embed LLM-powered tools into frontline workflows.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

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

Pay and Benefits

Salary: USD 279,000 - 310,000 annually
Equity and Bonus:Equity
Perks:Relocation

Key Requirements

  • ā€¢8+ years of experience leading support operations teams, with a strong track record coaching and driving accountability and automation adoption at scale.
  • ā€¢Comfort managing a team while staying hands-on in solving ambiguous operational problems.
  • ā€¢Fluent in operational data and technical collaboration; define metrics, interpret dashboards, design experiments, and partner with engineering/data teams.
  • ā€¢Think in systems using process design, data, tooling, and automation to reduce manual work and create durable capacity.
  • ā€¢Partner credibly with technical teams to translate support needs into clear requirements and own problem definition, change management, and outcomes.
Experience:8+ years
Skills:Operational leadershipSystems thinkingHands-on executionCoachingData-driven problem solving
Tech Stack:LLM-powered toolsDashboards

Company Brief

OpenAI
Develops and deploys advanced generative AI models (including ChatGPT and DALLĀ·E) and AI infrastructure, providing APIs and consumer products to accelerate safe AGI for broad benefit.
Industry: AI & Machine Learning
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Hectocorn (USD 100B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2015
Glassdoor
Glassdoor: 4.4
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