The Customer Support Engineering team plays a critical role in ensuring developers and enterprises can build mission-critical solutions using OpenAI models. Our mission is to provide technical guidance, troubleshoot complex issues, and partner with other teams to deliver the best possible customer experience at scale.
About the Role:
As a User Operations Team Lead at OpenAI, you will oversee a dynamic team of Customer Support Engineers. Your leadership will ensure team members are well-supported and able to perform at their highest potential.
Key Responsibilities:
* Team Leadership & Development: Lead and support a team of customer support engineers, ensuring they have the tools, guidance, and mentorship needed to excel.
* Performance Management: Conduct regular performance reviews, provide actionable feedback, and implement tailored development plans to enhance individual and team growth.
* Cross-Functional Collaboration: Facilitate seamless communication between the team and other departments to drive collaborative success on cross-functional initiatives.
* Project Ownership: Oversee and contribute to user operations projects, representing generalist teams in leadership discussions and ensuring successful execution of key initiatives.
* Strategic Planning: Contribute to innovative strategies that drive efficiency, scalability, and growth of the user operations team, aligning with organizational goals.
* Customer-Centric Problem Solving: Partner with engineering teams to resolve complex customer issues, generating valuable insights to inform product development and GTM strategies.
* Escalation & Representation: Handle escalated customer or partner engagements with professionalism, ensuring OpenAI is represented in challenging situations and complex builds.
Qualifications:
* More than 5 years of leadership experience in a Support, IT, Engineering, or similar environment.
* Strong interpersonal and communication skills, with the ability to inspire and motivate a team.
* Excellent project management skills, with a track record of successfully leading cross-functional projects.
* Strategic thinking with the ability to contribute to high-level planning and decision-making.
* A collaborative mindset with the ability to work effectively across various departments.
* Familiarity with data science concepts and the ability to translate complex data insights into actionable business strategies.
About OpenAI
OpenAI is an AI research and deployment company dedicated to ensuring general-purpose artificial intelligence benefits all of humanity. We push the boundaries of AI capabilities and seek to safely deploy them through our products. AI must be created with safety and human needs at its core, and we value diverse perspectives, voices, and experiences.