Support Vendor Manager, APAC

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 and identify performance gaps.
• 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, and service scope changes.
• 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.
• Comfort operating in fast-paced, ambiguous environments.

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.