The CAS (Customer Agent Solutions) Digital Service Operations team manages the E2E digital service operations for all digital channels. This role operates at the intersection of digital operations, customer experience, and AI-powered transformation. You will help drive the integration of intelligent automation, predictive analytics, and GenAI capabilities into digital service channels to improve customer experiences, enhance agent efficiency, and optimize operational performance.
\nAs a Customer Experience Digital Operations Manager, you will oversee end-to-end digital service operations across customer and agent journeys, partnering with Product, Technology, and Architecture teams to ensure smooth delivery of features, fixes, and enhancements. You will define and monitor KPIs such as experience scores, CSAT, FCR, and system uptime to track digital performance across various digital channels.
\nYou will drive real-time customer and agent experience tracking, identify friction points, and lead UX improvement initiatives backed by data analysis and user feedback. You will manage critical defects and high-priority escalations by coordinating with stakeholder teams to ensure rapid and accurate resolution.
\nYou will build and maintain real-time dashboards to surface trends, generate insights, and inform leadership decisions; leverage tools such as Qualtrics, Mixpanel, and Fullstory etc. You will use customer and partner research to strengthen analytical capabilities, identify market trends, and recommend customer experience enhancements.
\nYou will partner with data science, analytics, and engineering teams to embed AI-driven insights into digital operations, enabling proactive issue detection and resolution. You will apply AI-based predictive models to forecast demand, detect patterns, and inform operational and resource planning.
\nYou will evaluate and operationalize AI copilots, GenAI assistants, and automation tools to streamline agent workflows and improve customer self-service. You will promote responsible AI through governance, transparency, bias monitoring, explainability, and data privacy practices.
\nYou will lead GenAI-powered experiments that include personalized content, conversational experiences, and journey-level optimizations. You will support AI-driven journey analytics using NLP, clustering, sentiment analysis, and behavioral modeling to improve customer understanding.
\nKey Responsibilities
\nExperience & Education Requirements:
\nRequirements
\nSoftware / Tool Skills
\nBenefits
\nNote: Benefits differ based on employee level.
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\nLocation
\nSan Francisco
\nEmployment Type
\nFull time
\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 User Operations 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 already breakneck shipping cadence – and the expectation that it will only accelerate – our ability to architect scalable systems for support readiness, user‑feedback, and broader program delivery is central to our ability to build world-class products and to maintain exceptional support quality.
\nAbout the Role
\nWe are seeking a systems‑minded builder who will design, prototype, implement, and iterate on the tooling, data flows, and processes that allows the User Operations team to redefine a modern support organization. Think: automated launch checklists, content and knowledge pipelines, incident detection and evaluators, and other processes that power a User Operations team operating at an unprecedented scale. You’d be building resilient systems, not better slide decks.
\nWe’re looking for people who thrive at the intersection of project management, systems building, data science/data engineering/software engineering, team enablement, and customer advocacy – and enjoy working cross-functionally in a fast-paced, evolving environment.
\nThis role is based in San Francisco, California. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.
\nIn this role you will:
\nYou might thrive in this role if you:
\nAbout OpenAI
\nOpenAI is an AI research and deployment company dedicated to ensuring that general-purpose technologies like artificial intelligence benefit all of humanity.
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\nSan Mateo, CA, United States
\nEvery day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators.
\nAt Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device.
\nA career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone.
\nNatural Language Processing (NLP) is central to enabling massive-scale communication, creation, and safety across the Roblox platform. This role offers the unique opportunity to build and deploy cutting-edge NLP, speech, and generative AI models that operate at an unprecedented scale, impacting hundreds of millions of daily users.
\nYou will solve an extremely diverse range of high-scale language-related problems—from real-time moderation of voice and text to automatically localizing experiences and empowering users through LLM-driven creation tools. We combine cutting-edge research with large-scale engineering to bridge experimentation and production, designing algorithms that shape the next generation of language services for our immersive, user-generated content platform.
\nTeams Hiring for This Role
\nYou Will
\nYou Have
\nYou may redact age, date of birth, and dates of attendance/graduation from your resume if you prefer.
\nAs you apply, you can find more information about our process by signing up for Speak\\_. You'll gain access to our practice assessment, comprehensive guides, FAQs, and modules designed to help you ace the hiring process.
\nFor roles that are based at our headquarters in San Mateo, CA: The starting base pay for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, location, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. All full-time employees are also eligible for equity compensation and for benefits as described on this page.
\nAnnual Salary Range
\n$195,780—$242,100 USD
\nRoles that are based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday (unless otherwise noted).
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