Support Partner Manager
WFA Digital Insight
As the demand for AI solutions continues to skyrocket, companies like OpenAI are looking for skilled professionals to manage their support operations. With a growth rate of 25% in the AI market, the need for experts in vendor management and workforce planning is on the rise. OpenAI stands out in this space with its cutting-edge technology and innovative approach. To succeed in this role, candidates should have a strong background in vendor management, excellent analytical skills, and experience with workforce planning. Before applying, candidates should be prepared to showcase their ability to drive commercial and operational accountability, as well as their understanding of the latest trends in AI and support operations.
Job Description
About the Role
The Support Partner Manager role is a critical component of OpenAI's support operations, responsible for managing multiple vendor relationships and driving commercial and operational accountability. As a key member of the support team, this role will work closely with cross-functional stakeholders to ensure the delivery of exceptional customer experiences. The ideal candidate will have a strong background in vendor management, excellent analytical skills, and experience with workforce planning.The Support Partner Manager will be responsible for driving end-to-end vendor leadership, performance management, and remediation. This will involve defining and managing SLA/KPI performance expectations, running quarterly business reviews, identifying performance gaps, and driving structured turnaround plans. The role will also require establishing a Workforce Management (WFM) operating model, including forecasting, capacity planning, staffing assumptions, and coverage standards.
What You Will Do
- Own the health, performance, and long-term scalability of multiple support partner and vendor relationships
- Drive commercial and operational accountability, including SLAs, QBRs, escalation paths, and remediation plans
- Establish a WFM operating model, including forecasting, capacity planning, staffing assumptions, and coverage standards
- Define and manage SLA/KPI performance expectations, run QBRs, identify performance gaps, and drive structured turnaround plans
- Collaborate with User Operations teams, Systems/Tooling, Data partners, and Product/PM stakeholders to launch new workflows and scale new programs
- Produce clear, decision-ready reporting on vendor health, capacity risk, and scaling constraints
- Translate operational signals into recommendations for leadership
- Partner with Operations, Data, Systems/Tooling, and vendor leaders to implement and run WFM systems
- Serve as the primary escalation point for vendor issues, including incident response, surge events, quality regressions, and continuity risks
- Ensure vendors have strong operational controls and playbooks
- Partner on contract levers, staffing commitments, service scope changes, and operational cadences
What We Are Looking For
- 5+ years of experience in vendor/BPO operations management, support operations, or partner performance leadership in a scaled environment
- Proven ability to run vendor governance, including QBRs, SLA/KPI design, escalation paths, and remediation plans
- Awareness of and some experience with workforce planning approaches, including forecasting frameworks, capacity models, staffing strategies, and performance-to-plan systems
- Strong analytical and operational rigor, with comfort working with data to define inputs/assumptions, evaluate tradeoffs, and drive outcomes
- Experience with Salesforce and other relevant tools and technologies
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional stakeholders
- Strong problem-solving skills, with the ability to drive structured turnaround plans and remediation efforts
Nice to Have
- Experience with AI and machine learning technologies
- Knowledge of the latest trends and developments in support operations and vendor management
- Certification in vendor management or a related field
- Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines
- Strong leadership skills, with the ability to motivate and direct teams
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a cutting-edge technology company
- Collaborative and dynamic work environment
- Professional development opportunities, including training and certification programs
- Flexible work arrangements, including remote work options
- Access to the latest tools and technologies
- Recognition and reward programs for outstanding performance
How to Stand Out
- Tip: highlight your experience with vendor management and workforce planning in your resume and cover letter
- Be prepared to provide specific examples of your ability to drive commercial and operational accountability
- Showcase your analytical skills by discussing your experience with data analysis and performance metrics
- Emphasize your ability to collaborate effectively with cross-functional stakeholders, including User Operations teams and Product/PM stakeholders
- Research OpenAI's technology and approach to support operations, and be prepared to discuss how you can contribute to the company's success
- Consider including a portfolio or case studies that demonstrate your experience and skills in vendor management and workforce planning
- Be prepared to negotiate salary and benefits, and have a clear understanding of your worth in the market
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