About this role
About the Team
The Ads Support Delivery team is responsible for helping successfully operate and grow on our Ads product. This includes technical guidance, troubleshooting complex delivery and monetization issues, and partnering closely with Product, Engineering, Trust & Safety and Go-To-Market teams to resolve customer-impacting problems and improve the platform over time. The team’s mission is to deliver a high-quality customer experience at scale by combining strong human support with automation, self-service, and AI-enabled workflows, while maintaining high operational rigor.
About the Role:
As a Support Delivery Lead for Ads, you will lead a team responsible for end-to-end support delivery across the ads ecosystem, including campaign setup, delivery, billing, measurement, and policy navigation. You will set the operational bar for quality, responsiveness, and consistency; coach and grow the team; and translate support signals into actionable improvements with Engineering, Product, and Go-To-Market partners.
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.
In this role, you will:
- Lead and support a team of Ads support engineers, ensuring they have the tools, clarity, and coaching needed to operate at a high bar in a technically complex domain.
- Set clear expectations and operating standards, run recurring performance reviews, and build development plans that grow both technical depth (ad tech fluency) and customer-facing excellence.
- Design and continuously improve support coverage for ad buyers, ensuring the team can diagnose delivery issues and monetization and integration issues with equal rigor.
- Act as the bridge between Support Delivery, Engineering, Product, and Go-To-Market teams. Drive alignment on priorities, escalation paths, launch readiness, tooling improvements and mechanisms to reduce repeated customer pain points.
- Partner with engineering teams to resolve complex customer issues, while generating valuable insights to inform product development and GTM strategies.
- Handle escalated customer or partner engagements with professionalism, ensuring OpenAI is well-represented in challenging situations and complex builds.
- Contribute to the development of innovative strategies that drive the efficiency, scalability, and growth of the user operations team, aligning with organizational goals.
- Partner with Product and Engineering on Ads launches and changes to ensure support readiness (playbooks, known issues, tooling, training). Proactively identify rollout risks and ensure support feedback loops influence product decisions.
You might thrive in this role if you:
- Have 10+ years of leadership experience in Support Delivery, Customer Operations, Ads Operations, or similar environments, including direct people management.
- Have experience supporting advertising products and workflows, with demon