Support Program Manager, Live Support

About 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’re seeking a Program Manager to help build and scale live customer support experiences across User Operations. You’ll work closely with Support Delivery, Product, Engineering, and operations teams to shape how we provide timely, high-quality support through live and real-time channels.

This role will own the programs, operating models, and cross-functional coordination needed to launch and improve live support as OpenAI’s products and customer needs evolve.

In this role, you will:

• 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 cross-functional teams to align on tools, processes, and customer experience.

• Identify opportunities to improve support quality, response times, capacity, and operational efficiency.

• Help establish the staffing, training, and operational mechanisms needed to support new live-support capabilities.

• Use AI and automation thoughtfully to improve agent workflows while preserving a high-quality human support experience.

• Track program performance and translate operational insights into clear recommendations for leadership.

You might thrive in this role if you:

• Have 8+ years of experience in program management, customer support, support operations, service delivery, or related fields.

• Have experience launching, building, or scaling live support teams or programsUnderstand how to design scalable support operations, including service quality, escalation management, staffing readiness, and customer experience.

• Are comfortable partnering with technical and nontechnical teams to launch new capabilities and solve operational challenges.

• Can navigate ambiguity, take ownership of complex initiatives, and move quickly from strategy to execution.

• Have experience supporting complex technical products or customer-facing hardware; this background is a plus but not required.

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 https://cdn.openai.com/policies/eeo-policy-statement.pdf.

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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We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link https://form.asana.com/?k=bQ7w9h3iexRlicUdWRiwvg&d=57018692298241.

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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.