In this role, you will:

📍Directly lead and evolve three sub‑functions—frontline delivery operations, partner/BPO management, and systems & tooling—coaching them to push automation boundaries and deliver measurable capacity gains. 📍Prototype quickly—leveraging ChatGPT, Jupyter notebooks, Retool, and other tools—to prove value before hardening with Engineering. 📍Drive end‑to‑end service governance for our partner/vendor teams: track automation rate, cost‑to‑serve, first‑response time, productivity, CSAT, and backlog burn. Negotiate outcome‑based BPO contracts and run data‑driven QBRs that reward automation, not seat count. 📍Act as the opinionated gatekeeper for “how work gets done,” killing one‑off fixes in favour of reusable, data‑visible systems. 📍Upskill a traditionally (in industry) non‑technical team—pair‑programming with ChatGPT, running brown‑bags on agent orchestration, and mentoring operations who’ve never shipped code. 📍Partner closely with Automations Engineering, Support Engineering, and Fraud & Risk to weave LLM tooling into every frontline workflow.

You might thrive in this role if you:

📍Have 8+ years leading support operations teams, and delight in coaching and driving accountability, raising the bar on performance and automation adoption. 📍Build over buy - we want to leverage the flexibility and access that comes with working at OpenAI. You can hack Python, SQL, Retool, or shell scripts with an LLM copilot—even when you’re learning the syntax on the fly. 📍Think in systems, not tickets. Bottlenecks make you itch; you default to root‑cause mapping and reusable architectures. 📍Have a background in data science or data architecture—familiar with designing schemas, validating data quality, and applying statistical methods to turn raw signals into actionable insights.

If you’re passionate about blockchain and decentralized technologies, explore more opportunities in web3 and cryptocurrency careers.