About the job
About Our Team
The Support Team at OpenAI plays a pivotal role in ensuring that our customers enjoy an unparalleled experience with our innovative products. We tackle complex challenges, offer technical guidance, and empower customers to fully realize the potential of our solutions. Collaborating closely with Sales, Technical Success, Product, Engineering, and more, we aim to deliver outstanding customer experiences across diverse backgrounds—from dynamic startups to established multinational corporations. As OpenAI continues to grow at an unprecedented rate, our ability to implement automated systems and efficient workflows has become crucial to maintaining high-quality support in the evolving landscape of AGI.
About the Role
In the capacity of a Support Partner Manager (Vendor Manager), you will be responsible for overseeing the health, performance, and long-term scalability of several support partner and vendor relationships. This leadership position requires you to drive accountability across commercial and operational fronts (including SLAs, QBRs, escalation paths, and remediation plans), while also designing an operational framework that facilitates support scalability without proportional growth in headcount.
Approximately 25-30% of your role will focus on defining our approach to Workforce Management (WFM) in collaboration with both internal teams and external BPO partners. This is not a typical scheduling or WFM analyst position; instead, you will establish the frameworks, standards, and systems for forecasting, capacity planning, staffing strategies, and performance evaluation. You will work in tandem with Operations, Data, Systems/Tooling, and vendor leaders to implement and manage these processes effectively.
Additionally, you will work closely with User Operations teams (such as Trust & Safety, Fraud & Risk), Systems/Tooling, Data partners, and Product stakeholders as we launch and scale new workflows and programs.
In this role, you will be responsible for:
- Comprehensive Vendor Leadership: Oversee day-to-day operations and ensure the health of relationships with multiple support vendors/BPOs.
- Performance Management & Remediation: Set and manage SLA/KPI expectations, conduct WBRs/QBRs, identify performance gaps, and develop structured improvement plans with defined responsibilities and timelines.
- Escalation and Risk Management: Act as the primary escalation point for vendor-related issues, including incident responses, surge events, quality regressions, and continuity risks; ensure that vendors maintain robust operational standards.

