Strategy & Operations, Support

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<p style="min-height:1.5em"><strong>About the Team</strong></p><p style="min-height:1.5em">The User Operations team (Support) 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.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>About the Role</strong></p><p style="min-height:1.5em">We are seeking a dynamic support strategy operator to drive strategic and operational initiatives across OpenAI’s customer support/user operations landscape. In this role, you will work closely with leaders in User Operations and across the company to help scale, mature, and optimize our support operations. Your work will span a range of strategic initiatives aimed at enhancing the customer experience and driving operational excellence, ensuring that our support organization can sustainably scale with the business's growth.</p><p style="min-height:1.5em">You’ll be responsible for deeply understanding our organization and priorities – where we’re at, where we’re going – and will work relentlessly towards planning and executing on our vision to provide best-in-class support. This role is not “creating and executing playbooks”. AI has and will continue to fundamentally change the customer experience and the way we build tools and organizations; this role requires a proactive, strategic planner and executor that can think ten steps ahead, defining the future of customer support at OpenAI and in the world.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>In this role, you will:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Work within User Operations and across OpenAI to leverage AI/LLMs across the organization. While this role goes beyond just leveraging technology, it will be at the root of this role (as it is the root of our company)</p></li><li><p style="min-height:1.5em">Collaborate with leaders to identify, evaluate, and prioritize new strategic and operational initiatives, ensuring alignment with company goals and unique organizational objectives</p></li><li><p style="min-height:1.5em">Thrives in chaos, and relentlessly drives program structure conducive to progress and execution.</p></li><li><p style="min-height:1.5em">Work with product, engineering, and data teams to uncover and address key operational challenges and growth/scaling opportunities within the support organization, such as automation, process optimization, and enhanced self-service options.</p></li><li><p style="min-height:1.5em">Deep dive into the critical drivers of our support operations and identifying opportunities for optimization and innovation.</p></li><li><p style="min-height:1.5em">Partner with other members of the go-to-market organization, product, and partnerships to launch new initiatives – helping think through strategic impacts, executing on operational components, and driving change management.</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>You might thrive in this role if you:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Have 8+ years of experience in business operations, strategy, venture capital, private equity, consulting. You have a history of high impact work in a technical environment.</p></li><li><p style="min-height:1.5em">Are non-traditional – this role will require leveraging technology and concepts that are not yet established in the world (some of which you will produce yourself). “Traditional” operations may not fully apply here</p></li><li><p style="min-height:1.5em">Are comfortable operating at all altitudes – discussing strategy and vision with executives, and troubleshooting operations with individual contributors.</p></li><li><p style="min-height:1.5em">Have extensive experience in taking end-to-end ownership of large, ambiguous problems, and breaking them down into clear, actionable plans.</p></li><li><p style="min-height:1.5em">Have direct experience engaging with executives and senior leaders to influence and drive strategic decisions.</p></li><li><p style="min-height:1.5em">Are highly analytical, with strong skills in data modeling and operational forecasting to drive insights and decision-making.</p></li><li><p style="min-height:1.5em">Possess excellent communication and collaboration skills and are skilled in influencing stakeholders across all levels of the organization.</p></li><li><p style="min-height:1.5em">Have a passion for technology, AI, and customer service, and are enthusiastic about the transformative impact of AI on business and society.</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>About OpenAI</strong></p><p style="min-height:1.5em">OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity. </p><p style="min-height:1.5em">We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. </p><p style="min-height:1.5em">For additional information, please see <a target="_blank" rel="noopener noreferrer" class="c-link c-link--underline" href="https://cdn.openai.com/policies/eeo-policy-statement.pdf"><u>OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement</u></a>.</p><p style="min-height:1.5em">Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.</p><p style="min-height:1.5em">To notify OpenAI that you believe this job posting is non-compliant, please submit a report through <a target="_blank" rel="noopener noreferrer nofollow" href="https://form.asana.com/?d=57018692298241&k=5MqR40fZd7jlxVUh5J-UeA">this form</a>. No response will be provided to inquiries unrelated to job posting compliance.</p><p style="min-height:1.5em">We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this <a target="_blank" rel="noopener noreferrer" class="c-link c-link--underline" href="https://form.asana.com/?k=bQ7w9h3iexRlicUdWRiwvg&d=57018692298241"><u>link</u></a>.</p><p style="min-height:1.5em"><a target="_blank" rel="noopener noreferrer nofollow" class="c-link" href="https://cdn.openai.com/policies/global-employee-and-contractor-privacy-policy.pdf">OpenAI Global Applicant Privacy Policy</a></p><p style="min-height:1.5em">At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.</p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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