As Reliability Lead, Common Services, you will establish and lead the Reliability Engineering and production operations practice for the Common Services organization. You'll partner closely with engineering leaders and teams across Common Services to define how we build, release, monitor, and operate critical services,raising the bar on reliability, availability, and operational excellence across the board.
\nIn this role, you will:
\nYou will be responsible for defining the reliability strategy, processes, and standards for the Common Services portfolio and driving consistent, high-quality operational practices across multiple teams.
\nThe base salary range for this role is $206,000 to $303,000.
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\nAs PPO Lead, you will own the PPO portfolio at the team level,setting strategic priorities, allocating resources, and ensuring delivery is tied to measurable outcomes. You will also partner cross-functionally to embed AI and automation into People operations and to institutionalize standards, governance, and a service catalog across portfolios.
\nResponsibilities:
\nStrategic Portfolio & Stakeholder Management:
\nTechnical Enablement, AI, & Automation:
\nRequirements:
\nPreferred Qualifications:
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\nSupport Partner Manager
\nLocation
\nSan Francisco
\nEmployment Type
\nFull time
\nLocation Type
\nHybrid
\nDepartment
\nCompensation
\nThe base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. If the role is non-exempt, overtime pay will be provided consistent with applicable laws. In addition to the salary range listed above, total compensation also includes generous equity, performance-related bonus(es) for eligible employees, and the following benefits.
\nMore details about our benefits are available to candidates during the hiring process.
\nThis role is at-will and OpenAI reserves the right to modify base pay and other compensation components at any time based on individual performance, team or company results, or market conditions.
\nAbout the Team
\nThe Support team is central to ensuring that our customers' experience with our products is nothing short of exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering and others to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises. Given OpenAI’s breakneck shipping cadence and growth – and the expectation that it will only accelerate – our ability to architect automation systems and agentic workflows for scale is central to our ability to maintain exceptional support quality in the face of AGI.
\nAbout the Role
\nAs a Support Partner Manager (Vendor Manager), you will own the health, performance, and long-term scalability of multiple support partner and vendor relationships. This is a vendor leadership role first and foremost: you will drive commercial and operational accountability (SLAs, QBRs, escalation paths, remediation plans), while also building the operating model that enables support to scale without linear headcount growth.
\nA core component of this role (approximately 25–30%) is establishing how we do Workforce Management (WFM) across both internal teams and external BPO partners. This is not an intraday scheduling or WFM analyst role. Instead, you will define the frameworks, standards, and systems for forecasting, capacity planning, staffing strategy, and performance-to-plan—then partner with Operations, Data, Systems/Tooling, and vendor leaders to implement and run them.
\nYou’ll collaborate closely with User Operations teams (e.g., Trust & Safety, Fraud & Risk), Systems/Tooling, Data partners, and Product/PM stakeholders as we launch new workflow and launch and scale new programs.
\nIn this role you will drive:
\nYou might thrive in this role if you have:
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