Support Partner Manager

About the Team

The 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.

About the Role

As a Support Partner Manager, you will own the health, efficiency, and future‑proofing of multiple partner and vendor relationships. This is not a traditional partner management role. You’ll blend classic partner and vendor leadership—commercial negotiations, QBRs, remediation plans—with hands‑on system building : spinning up that elevate quality and scale our operation without linear headcount growth. You report to the Support Operations Manager and collaborate daily with other User Operations teams – like Fraud & Risk, and Trust & Safety – to launch new workflows and sunset legacy ones.

User Operations is building the first truly AI-native support organization, and this role is part of that transformation. As a member of the User Operations team, you'll be expected to not only deliver high-quality service and operations, but also to help scale it—by identifying opportunities to reduce manual effort, experimenting with internal tools like Deep Research, Codex, and CustomGPTs, and contributing to how we operationalize AI across millions of users. We’re looking for people who thrive at the intersection of project management, systems building, performance management – and enjoy working cross-functionally in a fast-paced, evolving environment.

This role is based in Dublin, Ireland. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.

In this role, you will :

Lead day‑to‑day performance management our support, fraud, trust & safety partner and vendor ecosystem, ensuring 24  /  7 continuity with your US counterpart

Define SOWs and incentives that align vendor performance with OpenAI’s speed, quality, and efficiency goals

Own QBRs, scorecards, and corrective‑action playbooks; escalate and resolve service failures with urgency and data‑driven rigor, while surfacing eliminate‑automate‑delegate opportunities

Prototype quickly—leveraging ChatGPT, Jupyter notebooks, Retool, and other tools—to prove value before hardening with Engineering.

Stand‑up new vendor sites or lines of business, including running RFPs, contractual setup, onboarding, and cut‑over planning

Champion best‑in‑class workforce and performance management practices

Serve as on‑call escalation lead for EMEA hours; coordinate crisis comms and recovery plans across internal and partner / vendor teams

You might thrive in this role if you :

Bring 6 + years running BPO / vendor programs at hyperscale consumer apps—owning budgets, SLAs, and headcount planning

Have 2+ years building or automating operational tooling (scripting, SQL dashboards, Retool apps, etc.) and are comfortable using ChatGPT to move from idea to MVP in days

Think in systems, not one‑off fixes; you map inputs‑to‑outcomes before you act

Stay outcome‑oriented—optimising for user safety, cost, and speed over cosmetic process “neatness”

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.

Lead with strong, data‑backed opinions and aren’t afraid to push partners (or us) toward better ways of working