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’re looking for a Service Design Program Manager to improve how customers get help across OpenAI’s products. As a hands-on individual contributor within User Operations, you’ll connect customer needs with the people, processes, and systems that shape their support experience.
You’ll own projects from discovery through implementation: researching customer and team needs, mapping support journeys, designing better workflows, and leading cross-functional partners through execution. Success means turning insights into changes that work in practice, and measuring whether those changes improve the experience for customers and the teams supporting them.
In this role, you will:
Work with User Operations teams to design, execute, and report on research, identify opportunities, and drive improvement to OpenAI’s support journeys.
Collaborate closely with Engineering, Product, Support Delivery, and Operations to prioritize opportunities where research can improve product and process decisions and enhance customer experiences.
Demonstrate strong stakeholder management, influence, and communication skills by presenting your research findings and recommendations, and partnering with teams through execution.
Own the end-to-end research and operationalization process, including meeting with stakeholders, analyzing insights, scoping projects and leading execution.
Partner cross-functionally to map customer journeys, including product and support interactions, suggest enhancements, and lead the team through operationalizing the insights
This role is based in San Francisco, CA. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.
You might thrive in this role if you have:
8+ years of relevant experience in service design or closely related roles, with demonstrated ownership of service improvements from research through implementation and evaluation.
A bachelor’s degree in Service Design, Interaction Design, Human-Computer Interaction, Human Factors, or a related field, or equivalent practical experience.
Strong qualitative research and synthesis skills and the ability to combine customer insights with operational data.
Experience designing across customer touchpoints, internal workflows, and systems, including the handoffs between teams.
Proven experience leading ambiguous projects that span across product, engineering, and support operations teams into practical solutions.
Experience using AI tools to support research synthesis, explore service design options, and prototype workflows, with sound judgment about when to use them, how to validate their outputs, and where human input is essential.
Clear written, verbal, and visual communication skills, with the ability to explain design decisions, navigate tradeoffs, and build alignment across varying levels of seniority.
A hands-on approach and the persistence to follow work through rollout, adoption, and evaluation.
About OpenAI
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. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.
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