About this role
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 lead support readiness and operational programs for OpenAI’s cloud and strategic partnerships. You’ll work closely with Engineering, Product, Support Delivery, and external partners to translate complex technical and business requirements into scalable customer support experiences.
This role will help define how we support customers across partner ecosystems, from launch planning and issue-routing workflows to escalation management and ongoing operational improvements.
In this role, you will:
- Lead support readiness for new and existing cloud and strategic partnerships, including launch planning, operational design, and ongoing program execution.
- Partner closely with Engineering, Product, go-to-market teams, and external partners to develop support models for technically complex products and integrations.
- Define partner-specific customer journeys, support workflows, escalation paths, ownership models, and cross-company handoffs.
- Identify operational and technical risks, align stakeholders on solutions, and drive improvements that strengthen the customer experience.
- Establish clear success metrics and operating rhythms to monitor partnership health, launch readiness, and support performance.
- Use AI and automation to improve partner-related support workflows and scale operations effectively.
You might thrive in this role if you:
- Have 8+ years of experience in program management, support operations, partnerships, or related roles within a fast-paced technology environment.
- Have experience working closely with engineering teams to translate technical requirements into clear operational plans.
- Have experience with cloud platforms, cloud-provider partnerships, or technically complex enterprise products.
- Are comfortable navigating ambiguity and driving alignment across internal teams and external partners.
- Can move between strategic planning and hands-on execution while maintaining a strong focus on customer outcomes.
- Have experience in cybersecurity or life sciences; 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. A