Support Partner Manager
Core
Own the health, performance, and long-term scalability of multiple support partner and vendor relationships, including defining Workforce Management (WFM) frameworks for internal teams and external BPO partners.
Role type
Senior Vendor/Partner Manager (Workforce Management focus)
Builds
Scalable support operations for OpenAI's diverse customer base (startups to enterprises) via managed vendor ecosystems.
Domain
AI/ML product support, BPO management, Workforce Management (WFM)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Vendor relationship management, Workforce Management (WFM) strategy, SLA/KPI governance, escalation and risk management, capacity planning, contract negotiation
Preferred skills
Experience scaling support operations, data-driven staffing strategy, cross-functional collaboration with Product/Engineering
Technologies
WFM systems, forecasting tools, operational dashboards
Responsibilities
Own day-to-day oversight and executive accountability for multiple support vendors/BPOs; Define and manage SLA/KPI performance expectations and drive remediation plans; Serve as primary escalation point for vendor incidents and continuity risks; Establish WFM frameworks for forecasting, capacity planning, and staffing strategy.
Seniority
Senior, hands-on IC with strategic vendor leadership