Support Operations Manager, Workforce Planning & Data

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.

About the Role

We’re seeking a dynamic Support Ops Manager, Workforce Planning to join our support operations team. In this role, you’ll be responsible for managing staffing models, forecasting, and scheduling for our customer support teams (internal and external third parties), ensuring we meet service level agreements (SLAs) while maximizing team productivity.

Additionally, you’ll play a critical role in using data to drive decision-making, designing dashboards, and applying statistical analysis to provide actionable insights into support demand, our team’s performance, customer demand, and operational efficiency.

You will collaborate closely with the support operations, support leadership, data science, systems / tooling, and external BPO partners to ensure optimal workforce planning and performance management.

This is a unique opportunity to blend your expertise in workforce management and data science and analysis while harnessing the power of AI / ML to help us scale efficiently and meet customer expectations.

If you thrive in fast-paced, dynamic, and scrappy environments, and want to be a crucial part of creating a world-class support organization, you might be the perfect fit for our team.

This role is based in San Francisco, CA. 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 :

Develop and maintain staffing models and schedules that align with business needs, service level requirements, and forecasted demand

Define requirements for and implement a workforce management platform that will unlock scale and efficiency for OpenAI support

Analyze historical data and trends, while incorporating product roadmaps and other demand drivers to to accurately forecast inbound ticket volumes

Create and manage reporting dashboards that track key performance indicators (KPIs), including productivity, response times, queue volume, and staffing levels.

Monitor and adjust staffing plans to respond to unexpected changes in demand.

Provide actionable insights and recommendations for operational efficiency improvements based on data trends and analysis.

Collaborate with our vendor manager and BPOs to align staffing and performance strategies.

You might thrive in this role if you :

Have experience in workforce management, including forecasting and capacity planning for a globally distributed team (with both FTE and BPO headcount)

Have implemented and managed a Workforce Management platform (e.g. NICE, Assembled, Calabrio, Playvox, etc.)

Deep understanding of statistical analysis and data modeling techniques

Are proficient in using data visualization tools (e.g. Mode, Looker, Tableau, Hex) and Excel / Google Sheets

Enjoy dynamic problem-solving and finding innovative ways to optimize operations

Can communicate complex data insights to non-technical stakeholders

Are adaptable, able to respond to changing business needs, and comfortable working in a fast-paced environment

Have a collaborative mindset and can work cross-functionally with various teams, including engineering, and tooling.

Have experience managing a third party (BPO) vendor that provides customer support services