Support Partner Manager

OpenAI
San Francisco
Workplace: OnsiteFull timeUSD 260,000 - 260,000 annuallyFunction: Business Development & PartnershipsExperience: 5+ yearsSkills: ["Communication","Leadership","Stakeholder management","Problem-solving","Negotiation"]

Lead and optimize multiple external support vendors to ensure scalable, high-quality help for OpenAI customers. Own vendor governance, SLA/KPI management, escalation processes, and remediation plans while designing a Workforce Management framework to forecast demand and staffing across internal and BPO partners. Collaborate with Sales, Product, Engineering, and Data teams to scale support operations for a growing, global customer base.

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FursaFursa
OpenAI
OpenAI
7 months ago

Support Partner Manager

āœ“ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Lead and optimize multiple external support vendors to ensure scalable, high-quality help for OpenAI customers. Own vendor governance, SLA/KPI management, escalation processes, and remediation plans while designing a Workforce Management framework to forecast demand and staffing across internal and BPO partners. Collaborate with Sales, Product, Engineering, and Data teams to scale support operations for a growing, global customer base.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Business Development & Partnerships
Seniority: Sr. Manager level

Key Responsibilities

  • ā€¢End-to-end vendor leadership: Own day-to-day oversight, relationship health, and executive-level accountability for multiple support vendors/BPOs.
  • ā€¢Performance management & remediation: Define and manage SLA/KPI performance expectations, run WBRs/QBRs, identify performance gaps, and drive structured turnaround plans with clear owners and timelines.
  • ā€¢Escalation and risk management: Serve as the primary escalation point for vendor issues, including incident response, surge events, quality regressions, and continuity risks; ensure vendors have strong operational controls and playbooks.
  • ā€¢Commercial and operational governance: Partner on contract levers, staffing commitments, service scope changes, and operational cadences; ensure governance mechanisms produce measurable outcomes.
  • ā€¢Workforce Management (WFM) operating model design (25 - 30%): Establish the WFM approach across internal and BPO teams (forecasting, capacity planning, staffing assumptions, coverage standards). Stand up a consistent planning cadence tied to business drivers (weekly/monthly/quarterly) and ensure partners operate to it.

Pay and Benefits

Salary: USD 260,000 annually
Equity and Bonus:Equity

Key Requirements

  • ā€¢5+ years in vendor/BPO operations management, support operations, or partner performance leadership in a scaled environment.
Experience:5+ yearsCustomer supportVendor managementOperational leadership
Skills:CommunicationLeadershipStakeholder managementProblem-solvingNegotiation
Languages:English
Tech Stack:Salesforce Service CloudWorkforce managementForecastingCapacity planning

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
WebsiteLinkedInGlassdoor