Product Engagement Manager, User Operations

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

As a Product Engagement Manager on the User Operations team, you will lead a team of Product Engagement Specialists responsible for ensuring smooth, successful product launches across internal and external teams. You’ll be the glue connecting product teams and support operations, equipping teams with the tools and knowledge needed to support new product rollouts.

You’ll build scalable feedback loops that capture the voice of the user and translate insights into actionable product improvements, and ensure that frontline teams have the knowledge and skills to deliver accurate, delightful customer interactions at scale.

We’re looking for someone who thrives at the intersection of product management, team enablement, and customer advocacy, and who enjoys working cross-functionally in a fast-paced, evolving environment. This person will manage the day-to-day work while also helping architect the systems needed to scale it.

The successful candidate will be a leader-coach who can lead a small team while continuing to perform individual contributor work.

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:

Lead a team coordinating product launches across internal and external teams, ensuring seamless execution and support readiness.

Set the team’s strategy and priorities, translate them into clear goals and quality standards, and allocate capacity to deliver against them.

Build a high-performing team through ongoing coaching, feedback, development, and performance management.

Build out a Voice of the User program with scalable feedback loops between support, Product, and Engineering pre and post launch, so customer insights inform product development and strategy.

Advocate for users by representing their needs and pain points in product and engineering discussions.

Partner with Product, Engineering, Marketing, and Operations to align on launch goals and timelines.

Monitor post-launch performance and gather support data to assess product impact and inform improvements.

Document and standardize launch procedures to make them repeatable and scalable.

Identify launch risks and propose solutions that minimize disruption to customers.

Report on feedback-loop performance, including key insights, trends, and recommendations for the product roadmap.

You might thrive in this role if you:

Have experience leading product enablement or launch-readiness functions at scale, particularly in a customer support environment.

Have shipped tooling or automations that reduced manual work and scaled beyond a single team (workflows, dashboards, scripted automation, lightweight pipelines)."

Have experience in product management with automation and tool development, using metrics and feedback to improve decisions and processes.

Build strong cross-functional relationships with Product, Engineering, and Operations teams.