OpenAI4 дня назад
Support Program Manager
Зарплата не указана
РЫНОК
33 546 ₽медиана по профессии
IT Support / Helpdesk · 18 вакансий с указанной зарплатой
6 250половина предложений: 9 591–50 000110 000
Работодатель не указал зарплату — сравните с рынком сами.
Полная занятостьSan Francisco
Обязанности
- 01Build and scale live support programs, including real-time customer support channels
- 02Define customer journeys, routing and escalation paths, service standards, coverage needs, and team-readiness requirements
- 03Partner with Support Delivery, Product, Engineering, Data, and other cross-functional teams to align on tools, processes, and customer experience
- 04Identify opportunities to improve support quality, response times, capacity, and operational efficiency
- 05Help establish the staffing, training, and operational mechanisms needed to support new live-support capabilities
- 06Use AI and automation thoughtfully to improve agent workflows while preserving a high-quality human support experience
- 07Track program performance and translate operational insights into clear recommendations for leadership
Требования
- 01Have 8+ years of experience in program management, customer support, support operations, service delivery, or related fields
- 02Have experience launching, building, or scaling live support teams or programs
- 03Understand how to design scalable support operations, including service quality, escalation management, staffing readiness, and customer experience
- 04Are comfortable partnering with technical and nontechnical teams to launch new capabilities and solve operational challenges
- 05Can navigate ambiguity, take ownership of complex initiatives, and move quickly from strategy to execution
- 06Have experience supporting complex technical products or customer-facing hardware; this background is a plus but not required
Условия
- 01Equal opportunity employer, no discrimination based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic