Backed by Greylock, Insight and Khosla.
About the role
We’re looking for a Service Design Program Manager to improve how customers get help across OpenAI’s products. As a hands-on individual contributor within User Operations, you’ll connect customer needs with the people, processes, and systems that shape their support experience. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 8+ years of relevant experience in service design or closely related roles, with demonstrated ownership of service improvements from research through implementation and evaluation
- A bachelor’s degree in Service Design, Interaction Design, Human-Computer Interaction, Human Factors, or a related field, or equivalent practical experience
- Strong qualitative research and synthesis skills and the ability to combine customer insights with operational data
- Experience designing across customer touchpoints, internal workflows, and systems, including the handoffs between teams
- Proven experience leading ambiguous projects that span across product, engineering, and support operations teams into practical solutions
- Experience using AI tools to support research synthesis, explore service design options, and prototype workflows, with sound judgment about when to use them, how to validate their outputs, and where human input is essential
More about this role
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.
We’re looking for a Service Design Program Manager to improve how customers get help across OpenAI’s products. As a hands-on individual contributor within User Operations, you’ll connect customer needs with the people, processes, and systems that shape their support experience.
You’ll own projects from discovery through implementation: researching customer and team needs, mapping support journeys, designing better workflows, and leading cross-functional partners through execution. Success means turning insights into changes that work in practice, and measuring whether those changes improve the experience for customers and the teams...
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