About the job
About the Team
Join our dynamic User Operations team at OpenAI, where your expertise will be pivotal in delivering an unparalleled customer experience with our innovative products. We tackle complex challenges, provide expert technical guidance, and empower our customers to fully leverage our offerings, ensuring they derive maximum value and adoption. Collaborating closely with Sales, Technical Success, Product, Engineering, and other teams, we strive to create a top-notch experience for a diverse clientele, from ambitious startups to established global enterprises. As OpenAI continues to accelerate its development pace, your ability to design scalable support systems for readiness, user feedback, and program execution will be crucial in maintaining our high standards of product quality and customer support.
About the Role
We are in search of a visionary Support Systems Architect who will innovate, prototype, implement, and refine the tools, data flows, and processes that will redefine a contemporary support organization. Imagine creating automated launch checklists, dynamic content pipelines, incident detection tools, and other advanced processes that drive a User Operations team operating at an unprecedented scale. You will focus on building robust systems rather than just improving presentations.
We are looking for individuals who excel at the intersection of project management, systems architecture, data science, software engineering, team empowerment, and customer advocacy, and who thrive in a fast-paced, evolving environment.
This full-time position is based in San Francisco, California, with a hybrid work model of three days in the office per week. We also provide relocation assistance for qualifying candidates.
In this role, you will:
Design and implement “Day-1 enabled” workflows, including tailored playbooks and content automation processes that enhance traditional support structures.
Automate repetitive tasks using scripts, agents, and LLM-powered solutions; establish governance, monitoring, evaluation criteria, and safe rollback procedures.
Develop detection mechanisms and post-incident learning processes that safeguard customer experiences and maintain service level agreements (SLAs).
Quickly prototype and validate ideas using tools like ChatGPT, Jupyter notebooks, and Retool, before collaborating with Engineering for implementation.
Foster cross-functional collaboration to drive continuous improvement and innovation within the User Operations team.

