We are seeking a Consultant Business Systems to join our team in Chicago, IL. As a Consultant Business Systems, you will be responsible for IT Service Ownership for SWIFT Alliance Gateway USA, collaborating with key stakeholders to define the technology strategy that aligns with the business goals of the bank, and managing a small team of cross-functional engineers located across Buffalo and India.
\nYour responsibilities will include driving down costs through automation, less TOIL and efficient use of Infrastructure, evaluating the SWIFT product and services from functional and non-functional perspective, and delivering change program as per the annual Book of Work. You will also be responsible for collecting resource and cost estimates, establishing baseline budgets, and securing approvals from the Program Steering Committee, tracking expenses against approved budgets and providing monthly progress reports to stakeholders, conducting revenue projections to support business cases, identifying cost savings, and optimizing resource allocation.
\nAdditionally, you will be responsible for the budget management and reporting for SWIFT Alliance Gateway USA, identifying and managing risks, dependencies, and compliance requirements throughout the service lifecycle, ensuring all functional and regulatory standards are met. You will perform periodic risk assessments, enforce HSBC's Enterprise and Operational Risk Management Frameworks, and maintain robust control documentation.
\nYou will participate in audits and implement all security and data privacy controls as per compliance standards, leading program governance forums, project kickoff meetings, and project status updates, and facilitating cross-team collaboration. You will define and execute a detailed communication plan, including escalation protocols and risk communication, maintaining strong working relationships with cross-functional teams, vendors, and resource managers, ensuring alignment with project goals.
\nThis is a full-time position, Monday-Friday, 40 hours per week, with telecommuting permitted up to 100% from anywhere in the US.
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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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