Jobs / United States / OpenAI UK Ltd
Support Operations Lead
OpenAI UK Ltd · 🇺🇸 San Francisco
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- No salary bar for this routeH-1B has no fixed salary bar: the employer must pay at least the prevailing wage for the role and area. Cap-subject employers enter a lottery weighted by wage level. Source: https://www.federalregister.gov/documents/2025/12/29/2025-23853/weighted-selection-process-for-registrants-and-petitioners-seeking-to-file-cap-subject-h-1b, rules effective 2026-02-27.
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Sponsor Radar — OpenAI UK Ltd
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About the role
ABOUT THE TEAM 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 individual customers to early-stage startups and 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. ABOUT THE ROLE We are seeking a Support Operations Lead who combines operational leadership, systems thinking, vendor management, and hands-on execution. You’ll own service health, automation programs, partner and vendor management. In addition to delivering high-quality service, you’ll identify opportunities to reduce manual work, experiment with tools and help operationalize AI across support at scale. This is not a traditional support operations lead role. We’re looking for someone to help us define the future of support, who thrive at the intersection of team/project management, systems building, data science/engineering, and with deep craft experience in the support operations space. 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. 1-2 weeks of travel per quarter may be required. IN THIS ROLE, YOU WILL: - Lead and evolve organizational design for our frontline operations across partner and vendor management, coaching teams to expand automation and deliver measurable capacity gains. - Lead multi-site partner management, including commercial ownership, capacity planning and workforce management, QBRs, and performance recovery. - Own end-to-end service governance for partner and vendor teams, including automation rate, cost to serve, first-response time, productivity, and quality. - Set standards for how work gets done at scale, replacing one-off fixes with reusable systems. - Upskill teams and partner with Automation Engineering, Support Engineering, and Fraud & Risk to embed LLM-powered tools into frontline workflows. YOU MIGHT THRIVE IN THIS ROLE IF YOU: - Have 10+ years of experience in support operations including 4+ years leading senior individual contributors with a strong track record of coaching, driving accountability, and improving performance and automation adoption at scale. - Are comfortable managing a team while staying hands-on in solving ambiguous operational problems. - Are fluent in operational data and technical collaboration, able to define metrics, interpret dashboards, design experiments, and partner with engineering and data teams to turn ambiguous support problems into scalable systems. - Think in systems, using process design, data, tooling, and automation to reduce manual work and create durable capacity. - Can partner credibly with technical teams and translate support needs into clear requirements, owning problem definition, adoption, change management, and operational outcomes. - Are energized by building structure in a high-growth environment where the support model, tooling, and partner strategy are still evolving. - Have scaled support operations through organizational design and tooling in a high-growth technology company without compromising quality. About OpenAI OpenAI is an AI research and deployment company dedicate