OpenAI · 2 weeks ago
Strategy & Operations Manager, Support
United States
Full-time
Remote
Senior Level, Lead/Staff
$310K/yr - $310K/yr
10+ years expOpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. They are seeking a senior strategy and operations leader to build, lead, and scale the Strategy & Operations function within User Operations, responsible for managing a high-impact team and evolving the support model to meet user needs as OpenAI's products expand.
Agentic AIArtificial Intelligence (AI)Foundational AIGenerative AIMachine LearningNatural Language ProcessingSaaS
Responsibilities
Lead and develop the Strategy & Operations team within User Operations, setting clear direction, priorities, and quality bars, while raising the operational and strategic maturity of the org
Own Service Strategy for User Operations, including support model design, tiering and entitlements, and the evolution of our end-to-end customer experience
Own forecasting and capacity planning for User Operations, partnering closely with Finance and Data teams to translate demand signals into headcount, vendor strategy, tooling investments, and operating plans
Serve as a strategic partner to User Operations leadership, helping define long-term direction while ensuring near-term priorities are executed against with rigor and accountability
Drive AI-native operations across User Operations, embedding LLMs and automation into service strategy, workforce models, tooling, and decision-making. Technology is not an adjunct here – it is foundational to how we design support
Partner closely with Product, Engineering, and Data leaders to identify and solve the most critical scaling challenges in support, including deflection strategy, self-service expansion, tooling evolution, and operational quality
Bring structure to ambiguity and momentum to execution, establishing program structure, decision frameworks, and operating rhythms that allow teams to move quickly without losing coherence
Lead deep, analytical dives into the core drivers of support performance, including volume, handle time, backlog, SLA risk, cost-to-serve, automation efficacy, and customer experience signals
Own change management for major operational shifts, ensuring new strategies, service models, and systems are adopted effectively across internal teams and external partners
Act as a senior escalation and alignment point across the org, connecting strategy, planning, and execution, and ensuring leadership has clarity into progress, risks, and tradeoffs
Qualification
Required
10+ years of work experience in customer support operations and/or a strategy & ops function, with deep, hands-on experience running and scaling support organizations, and prior people-management responsibility
A strong, opinionated point of view on customer support operations, including service strategy, workforce planning, automation strategy, and operating cadence – and can quickly adapt that perspective to OpenAI's unique context
Led forecasting, capacity planning, and annual planning in complex, high-growth environments, with comfort operating under significant uncertainty and imperfect data
Operate comfortably at all altitudes, from executive-level strategy conversations to detailed discussions on queue dynamics, SLAs, routing logic, and agent performance
A proven track record of owning large, ambiguous problem spaces end-to-end, translating them into clear priorities, executable plans, and measurable outcomes
A deep passion for AI, technology, and customer experience, and are energized by the opportunity to redefine how customer support operates at a global scale
Company
OpenAI
OpenAI is an AI research and deployment company that develops advanced AI models, including ChatGPT. It is a sub-organization of OpenAI Foundation.
201-500 employees
H1B Sponsorship
OpenAI has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (1)
2022 (18)
2021 (10)
2020 (6)
Funding
Current Stage
Growth StageTotal Funding
$79BKey Investors
The Walt Disney CompanySoftBankThrive Capital
2025-12-11Corporate Round· $1B
2025-10-02Secondary Market· $6.6B
2025-03-31Series Unknown· $40B
Leadership Team
Sam Altman
CEO & Co-Founder
Greg Brockman
President, Chairman, & Co-Founder
Recent News
2026-01-14
Company data provided by crunchbase