Support Program Manager, Live Support

OpenAI
San Francisco
Workplace: OnsiteFull timeUSD 216,000 - 240,000 annuallyFunction: Program & Project Management (PMO)Experience: 8+ yearsSkills: ["Cross-functional collaboration","Ownership","Navigating ambiguity","Program management","Execution"]

Own programs and operating models for OpenAI’s live customer support. You’ll define customer journeys, routing, escalation paths, service standards, and coverage requirements, then partner with Support Delivery, Product, Engineering, and Data to align on tools and processes. Improve support quality, response times, capacity, and operational efficiency, using AI and automation to strengthen agent workflows while maintaining a high-quality human experience.

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FursaFursa
OpenAI
OpenAI
2 days ago

Support Program Manager, Live Support

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own programs and operating models for OpenAI’s live customer support. You’ll define customer journeys, routing, escalation paths, service standards, and coverage requirements, then partner with Support Delivery, Product, Engineering, and Data to align on tools and processes. Improve support quality, response times, capacity, and operational efficiency, using AI and automation to strengthen agent workflows while maintaining a high-quality human experience.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Build and scale live support programs, including real-time customer support channels.
  • •Define customer journeys, routing and escalation paths, service standards, coverage needs, and team-readiness requirements.
  • •Partner with Support Delivery, Product, Engineering, Data, and other teams to align on tools, processes, and customer experience.
  • •Identify opportunities to improve support quality, response times, capacity, and operational efficiency.
  • •Use AI and automation to improve agent workflows while preserving a high-quality human support experience.

Pay and Benefits

Salary: USD 216,000 - 240,000 annually
Equity and Bonus:Equity

Key Requirements

  • •8+ years of experience in program management, customer support, support operations, service delivery, or related fields.
  • •Experience launching, building, or scaling live support teams or programs.
  • •Understand scalable support operations, including service quality, escalation management, staffing readiness, and customer experience.
  • •Partner comfortably with technical and nontechnical teams to launch new capabilities and resolve operational challenges.
  • •Ability to navigate ambiguity, take ownership of complex initiatives, and execute from strategy to delivery.
Experience:8+ yearsCustomer supportSupport operationsService delivery
Skills:Cross-functional collaborationOwnershipNavigating ambiguityProgram managementExecution
Tech Stack:AIAutomation

Company Brief

OpenAI
Develops and deploys advanced generative AI models (including ChatGPT and DALL·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
WebsiteLinkedInGlassdoor