Support Program Manager, Live Support

📋 Description

• Build and scale live support programs across User Operations.
• Define customer journeys, routing, escalation, service standards.
• Partner with cross-functional teams for tools and processes.
• Improve support quality, response times, capacity, and efficiency.
• Establish staffing, training, and operational mechanisms.
• Leverage AI and automation to assist agents while keeping human touch.

🎯 Requirements

• 8+ years in program management, customer support, or related fields.
• Experience launching/scaling live support teams or programs.
• Ability to design scalable support operations and staffing readiness.
• Strong collaboration with technical and non-technical teams.
• Comfort with ambiguity and driving initiatives end-to-end.
• Experience with complex technical products is a plus.

🎁 Benefits

• OpenAI culture and equal opportunity employer.
• Equity and competitive compensation.