OpenAI · 2 days ago
Support Partner Manager
San Francisco
Full-time
Hybrid
Senior Level
$260K/yr - $260K/yr
5+ years expOpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. The Support Partner Manager will oversee the health and performance of multiple vendor relationships, drive operational accountability, and establish frameworks for workforce management to support scalable operations. This role involves close collaboration with various internal teams and requires strong analytical and communication skills.
Agentic AIArtificial Intelligence (AI)Foundational AIGenerative AIMachine LearningNatural Language ProcessingSaaS
Responsibilities
Own day-to-day oversight, relationship health, and executive-level accountability for multiple support vendors/BPOs
Define and manage SLA/KPI performance expectations, run WBRs/QBRs, identify performance gaps, and drive structured turnaround plans with clear owners and timelines
Serve as the primary escalation point for vendor issues, including incident response, surge events, quality regressions, and continuity risks; ensure vendors have strong operational controls and playbooks
Partner on contract levers, staffing commitments, service scope changes, and operational cadences; ensure governance mechanisms produce measurable outcomes
Establish the WFM approach across internal and BPO teams (forecasting, capacity planning, staffing assumptions, coverage standards)
Stand up a consistent planning cadence tied to business drivers (weekly/monthly/quarterly) and ensure partners operate to it
Produce clear, decision-ready reporting on vendor health, capacity risk, and scaling constraints; translate operational signals into recommendations for leadership
Qualification
Required
5+ years in vendor/BPO operations management, support operations, or partner performance leadership in a scaled environment
Proven ability to run vendor governance: QBRs, SLA/KPI design, escalation paths, remediation plans, and cross-functional stakeholder management
Awareness of and some experience with workforce planning approaches—e.g., forecasting frameworks, capacity models, staffing strategies, and performance-to-plan systems. across global, multi-site support operations
Strong analytical and operational rigor: comfort working with data to define inputs/assumptions, evaluate tradeoffs, and drive outcomes (you do not need to be a data scientist, but you must be fluent)
Familiarity with support tooling and operational systems (e.g., Salesforce Service Cloud or similar), and comfort partnering with Systems/Tooling to implement scalable processes
Exposure to WFM platforms and concepts (e.g., NICE, Assembled, Calabrio, Playvox, etc.)—with an emphasis on translating operational needs into platform requirements and governance
Strong communication skills and executive presence: ability to align diverse stakeholders, negotiate priorities, and drive accountability across internal teams and external partners
Comfort operating in fast-paced, ambiguous environments where you're expected to build the structure, not just maintain the inherited ones
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
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
Fidji Simo
CEO, Applications
Sam Altman
CEO & Co-Founder
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