Technical Program Manager - Senior Support Engineering

As a Senior Program Manager at OpenAI, you'll be responsible for leading the Senior Support Engineering team. Your key duties include developing and operationalizing support frameworks, managing incident response processes, and collaborating with various engineering and product teams to improve customer experience.

To qualify for the Senior Program Manager position at OpenAI, candidates should have at least 5 years of experience in program management or operations, particularly focused on building scalable processes and tooling, alongside exceptional problem-solving and communication skills.

In the role of Senior Program Manager at OpenAI, you can use your skills to lead cross-functional initiatives, enhance support efficiency through automation, and significantly contribute to the growth of the support infrastructure, ultimately improving customer satisfaction.

OpenAI promotes an inclusive and dynamic work culture designed for high-impact contributions. As a Senior Program Manager, you will collaborate with diverse teams, experience flexible hybrid work arrangements, and be part of a mission-driven company dedicated to the responsible use of AI.

A Senior Program Manager at OpenAI may face challenges such as navigating complex engineering processes, implementing effective support frameworks swiftly, and driving alignment among diverse teams while managing competing priorities, all in a fast-paced environment.

Yes, OpenAI provides relocation assistance for candidates interviewing for the Senior Program Manager position, ensuring a smooth transition as you join our team in San Francisco.

OpenAI encourages career development, and as a Senior Program Manager, you can expect growth opportunities within the organization, potentially advancing into higher leadership roles or transitioning into specialized programs focusing on AI deployment and management.

To handle a difficult incident management situation, I would first gather all the relevant information to understand the issue at hand. Then, I would communicate clearly with all stakeholders to keep them informed. Lastly, I would analyze the incident after resolution to identify opportunities for improvement and implement preventive measures.

I prioritize tasks based on urgency and overall impact on the customer journey. I use project management tools to track deadlines and major milestones, allowing me to maintain focus on key deliverables while also remaining adaptable to changing needs.

In a previous role, I led a project that automated our ticketing system, which reduced response times by 40%. I first identified the bottlenecks through data analysis, then collaborated with engineering to implement an automated response system that streamlined our processes significantly.

To ensure alignment between support and engineering teams, I facilitate regular check-in meetings and create shared documentation that outlines workflows. This transparency across teams fosters open communication, ensuring everyone is on the same page regarding project goals and statuses.

To improve customer satisfaction, I actively seek feedback through surveys and direct conversations. I analyze this data to identify trends and pain points, enabling me to implement tailored solutions and strengthen our support team's effectiveness.

To handle resistance to a new process, I would first listen to the concerns of those affected. Transparency is crucial, so I would explain the reasoning behind the change, provide training, and demonstrate how the new process benefits both staff and customers to encourage buy-in.

I find tools like Asana and Trello effective for project management because they allow for easy task tracking, collaboration, and visibility across teams. I also utilize data analytics tools to drive decisions based on insights into project performance.

Adapting my leadership style involves understanding the dynamics of each team. I assess the team's needs, preferences, and strengths, and I may shift between coaching and delegating styles to ensure everyone feels empowered and supported in their roles.

Success for me is measured through established KPIs, including project timelines, customer satisfaction ratings, and increased efficiency metrics. I also gather qualitative feedback from stakeholders post-project to evaluate our impact and areas for future improvement.

I want to work as a Senior Program Manager for OpenAI because I am passionate about leveraging AI technology to solve real-world challenges. I admire OpenAI's commitment to responsible AI use and believe my skills can contribute significantly to enhancing customer experience while pushing innovative boundaries.