Support Vendor 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 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. You’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. YOU’LL BE RESPONSIBLE FOR: - End-to-end vendor leadership: Own day-to-day oversight, relationship health, and executive-level accountability for multiple support vendors/BPOs. - Performance management & remediation: Define and manage SLA/KPI performance expectations, run WBRs/QBRs, identify performance gaps, and drive structured turnaround plans with clear owners and timelines. - Escalation and risk management: Serve as the primary escalation point for vendor issues, including incident response, surge events, quality regressions,

Department: User Operations; Team: Support Operations