Support Partner Manager Job at OpenAI (San Francisco)

Job Description

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. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises. Given OpenAI’s breakneck shipping cadence and growth – and the expectation that it will only accelerate – our ability to architect automation systems and agentic workflows for scale is central to our ability to maintain exceptional support quality in the face of AGI.

Job Responsibility

Own the health, performance, and long-term scalability of multiple support partner and vendor relationships
Drive commercial and operational accountability (SLAs, QBRs, escalation paths, remediation plans)
Build the operating model that enables support to scale without linear headcount growth
Establish how we do Workforce Management (WFM) across both internal teams and external BPO partners (approximately 25–30% of role)
Define the frameworks, standards, and systems for forecasting, capacity planning, staffing strategy, and performance-to-plan
Partner with Operations, Data, Systems/Tooling, and vendor leaders to implement and run WFM frameworks
Collaborate closely with User Operations teams (e.g., Trust & Safety, Fraud & Risk), Systems/Tooling, Data partners, and Product/PM stakeholders as we launch new workflow and launch and scale new programs
Drive end-to-end vendor leadership: Own day-to-day oversight, relationship health, and executive-level accountability for multiple support vendors/BPOs
Performance management & remediation: Define and manage SLA/KPI performance expectations, run WBRs/QBRs, identify performance gaps, and drive structured turnaround plans
Escalation and risk management: Serve as the primary escalation point for vendor issues, including incident response, surge events, quality regressions, and continuity risks
Commercial and operational governance: Partner on contract levers, staffing commitments, service scope changes, and operational cadences
Workforce Management (WFM) operating model design (25 - 30%): Establish the WFM approach across internal and BPO teams
Stand up a consistent planning cadence tied to business drivers (weekly/monthly/quarterly)
Operational reporting and executive narratives: Produce clear, decision-ready reporting on vendor health, capacity risk, and scaling constraints

Requirements

5+ years in vendor/BPO operations management, support operations, or partner performance leadership in a scaled environment
Proven ability to run vendor governance: QBRs, SLA/KPI design, escalation paths, remediation plans, and cross-functional stakeholder management
Awareness of and some experience with workforce planning approaches—e.g., forecasting frameworks, capacity models, staffing strategies, and performance-to-plan systems. across global, multi-site support operations
Strong analytical and operational rigor: comfort working with data to define inputs/assumptions, evaluate tradeoffs, and drive outcomes
Familiarity with support tooling and operational systems (e.g., Salesforce Service Cloud or similar), and comfort partnering with Systems/Tooling to implement scalable processes
Exposure to WFM platforms and concepts (e.g., NICE, Assembled, Calabrio, Playvox, etc.)—with an emphasis on translating operational needs into platform requirements and governance
Strong communication skills and executive presence: ability to align diverse stakeholders, negotiate priorities, and drive accountability across internal teams and external partners
Comfort operating in fast-paced, ambiguous environments where you’re expected to build the structure, not just maintain the inherited ones

What we offer

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
Offers Equity
Performance-related bonus(es) for eligible employees

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Support Partner Manager

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