Support Operations Lead

About the Position

Support Operations Lead

We are seeking a Support Operations Lead to join our team at OpenAI in San Francisco, CA. This role combines operational leadership, systems thinking, vendor management, and hands-on execution. You’ll own service health, automation programs, partner and vendor management. In addition to delivering high-quality service, you’ll identify opportunities to reduce manual work, experiment with tools, and help operationalize AI across support at scale.

Location

• City: San Francisco
• Country: United States
• Remote: No
• Work Location Type: Hybrid

Employment Type

• Type: Full-time

Compensation

• Salary Range: $279K – $310K
• Currency: USD
• Period: Year

The base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to the salary range listed above, total compensation also includes generous equity, performance-related bonus(es) for eligible employees, and the following benefits:

• Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
• Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
• 401(k) retirement plan with employer match
• Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
• Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
• 13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time (1 hour per 30 hours worked, or more, as required by applicable state or local law)
• Mental health and wellness support
• Employer-paid basic life and disability coverage
• Annual learning and development stipend to fuel your professional growth
• Daily meals in our offices, and meal delivery credits as eligible
• Relocation support for eligible employees
• Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided.

More details about our benefits are available to candidates during the hiring process.

Responsibilities

In this role, you will:

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

Requirements

• Core Skills:

  • Support Operations
  • Automation
  • Vendor Management
  • Systems Thinking
  • Data Science
  • AI

• Secondary Skills:

  • Operational Leadership
  • Capacity Planning
  • Performance Recovery
  • LLM-powered Tools

• Experience: 10+ years of experience in support operations including 4+ years leading senior individual contributors with a strong track record of coaching, driving accountability, and improving performance and automation adoption at scale.

Nice to Have

• Comfortable managing a team while staying hands-on in solving ambiguous operational problems.
• Fluent in operational data and technical collaboration, able to define metrics, interpret dashboards, design experiments, and partner with engineering and data teams to turn ambiguous support problems into scalable systems.
• Think in systems, using process design, data, tooling, and automation to reduce manual work and create durable capacity.
• Can partner credibly with technical teams and translate support needs into clear requirements, owning problem definition, adoption, change management, and operational outcomes.
• Energized by building structure in a high-growth environment where the support model, tooling, and partner strategy are still evolving.
• Have scaled support operations through organizational design and tooling in a high-growth technology company without compromising quality.

We Offer

• Competitive salary
• Comprehensive benefits package
• Opportunities for professional growth
• Flexible work arrangements

About the Team

The Support team 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.

About the Company

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.

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.

For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.

Background checks for applicants will be administered in accordance with applicable law, and 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 US-based candidates.

To notify OpenAI that you believe this job posting is non-compliant, please submit a report through this form. No response will be provided to inquiries unrelated to job posting compliance.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.

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At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.