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.
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”
About OpenAI
OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.
We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status.
OpenAI Affirmative Action and Equal Employment Opportunity Policy Statement
For US Based Candidates: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.
OpenAI Global Applicant Privacy Policy
At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.
