Service Design Program Manager, Support

About the Team

The User Operations team (Support) 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 early-stage startups to established global enterprises.

About the Role

We’re looking for a Service Design Program Manager to improve how customers get help across OpenAI’s products. As a hands-on individual contributor within User Operations, you’ll connect customer needs with the people, processes, and systems that shape their support experience.

You’ll own projects from discovery through implementation: researching customer and team needs, mapping support journeys, designing better workflows, and leading cross-functional partners through execution. Success means turning insights into changes that work in practice, and measuring whether those changes improve the experience for customers and the teams supporting them.

In this role, you will

• Work with User Operations teams to design, execute, and report on research, identify opportunities, and drive improvement to OpenAI’s support journeys.

• Collaborate closely with Engineering, Product, Support Delivery, and Operations to prioritize opportunities where research can improve product and process decisions and enhance customer experiences.

• Demonstrate strong stakeholder management, influence, and communication skills by presenting your research findings and recommendations, and partnering with teams through execution.

• Own the end-to-end research and operationalization process, including meeting with stakeholders, analyzing insights, scoping projects and leading execution.

• Partner cross-functionally to map customer journeys, including product and support interactions, suggest enhancements, and lead the team through operationalizing the insights

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.

You might thrive in this role if you have

• 8+ years of relevant experience in service design or closely related roles, with demonstrated ownership of service improvements from research through implementation and evaluation.

• A 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 and the ability to combine customer insights with operational data.

• Experience designing across customer touchpoints, internal workflows, and systems, including the handoffs between teams.

• Proven experience leading ambiguous projects that span across product, engineering, and support operations teams into practical solutions.

• Experience using AI tools to support research synthesis, explore service design options, and prototype workflows, with sound judgment about when to use them, how to validate their outputs, and where human input is essential.

• Clear written, verbal, and visual communication skills, with the ability to explain design decisions, navigate tradeoffs, and build alignment across varying levels of seniority.

• A hands-on approach and the persistence to follow work through rollout, adoption, and evaluation.