Support Vendor Manager

The role

You will own the health, performance, and long-term scalability of multiple support partner and vendor relationships. You will drive commercial and operational accountability while building operating models to enable support to scale.

What you will do

• 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
• 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
• Produce clear, decision-ready reporting on vendor health, capacity risk, and scaling constraints
• Translate operational signals into recommendations for leadership

Required qualifications

• 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 suppor
• Strong analytical and operational rigor
• Familiarity with support tooling and operational systems (e.g., Salesforce Service Cloud or similar)
• Strong communication skills and executive presence

Benefits

• Relocation assistance to new employees

Before you apply

• Background checks for applicants will be administered in accordance with applicable law

About the company

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. They seek to safely deploy AI to the world through their products.