Strategy & Operations Programs, Support
OpenAIAbout the Team
The 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 Role
We are seeking a dynamic support strategy operator to drive strategic and operational initiatives across OpenAI’s customer support/user operations landscape. In this role, you will work closely with leaders in User Operations and across the company to help scale, mature, and optimize our support operations. Your work will span a range of strategic initiatives aimed at enhancing the customer experience and driving operational excellence, ensuring that our support organization can sustainably scale with the business's growth.
You’ll be responsible for deeply understanding our organization and priorities – where we’re at, where we’re going – and will work relentlessly towards planning and executing on our vision to provide best-in-class support. This role is not “creating and executing playbooks”. AI has and will continue to fundamentally change the customer experience and the way we build tools and organizations; this role requires a proactive, strategic planner and executor that can think ten steps ahead, defining the future of customer support at OpenAI and in the world.
In this role, you will:
Drive the ideation and operationalization of new support systems, processes, and programs.
Collaborate with leaders to identify, evaluate, and prioritize new strategic and operational initiatives, ensuring alignment with company goals and unique organizational objectives
Work with product, engineering, and data teams to uncover and address key operational challenges and growth/scaling opportunities within the support organization, such as automation, process optimization, and enhanced self-service options.
Deep dive into the critical drivers of our support operations and identifying opportunities for optimization and innovation.
Partner with other members of the go-to-market organization, product, and partnerships to launch new