Support Vendor Manager OpenAI
Overview
Lead Support Vendor Manager role at OpenAI to own vendor relationships and scale workforce management systems. Responsibilities include managing SLAs, driving remediation, and designing WFM frameworks. This position differs by focusing on architecture and scaling rather than day-to-day scheduling.
What You'll Do5
- 1Own day-to-day oversight of multiple support vendors and BPOs
- 2Define and manage SLA/KPI performance expectations and escalation paths
- 3Establish WFM frameworks for internal and BPO teams
- 4Produce decision-ready reports on vendor health and scaling constraints
- 5Drive turnaround plans for performance gaps and operational risks
Requirements5
- 15+ years in vendor/BPO operations management
- 2Proven experience with workforce planning and capacity modeling
- 3Familiarity with support tooling like Salesforce Service Cloud
- 4Exposure to WFM platforms such as NICE or Calabrio
- 5Strong analytical skills and executive presence
Salary Insight
$216 - $240k per year
Location
Required Skills
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