Service Design Program Manager, Support

The role

You will improve how customers get help across OpenAI products. You will research customer and team needs, map support journeys, and design workflows as a hands-on individual contributor.

What you will do

• Design, execute, and report on research to drive improvement to support journeys
• Collaborate with Engineering, Product, Support Delivery, and Operations to prioritize opportunities
• Present research findings and recommendations to stakeholders
• Own the end-to-end research and operationalization process
• Map customer journeys including product and support interactions
• Suggest enhancements and lead the team through operationalizing insights

Required qualifications

• 8+ years of relevant experience in service design or closely related roles
• Demonstrated ownership of service improvements from research through implementation and evaluation
• 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
• Ability to combine customer insights with operational data
• Experience designing across customer touchpoints, internal workflows, and systems
• Proven experience leading ambiguous projects across product, engineering, and support operations teams
• Experience using AI tools to support research synthesis, explore service design options, and prototype workflows
• Clear written, verbal, and visual communication skills

Benefits

• Relocation assistance

Before you apply

• Background checks for applicants will be administered

About the company

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity.