User Operations Lead - Dublin

About the Team

The Customer Support Engineering team is dedicated to solving some of the most complex problems faced by our diverse customers, ranging from early-stage startups to established global enterprises. Our mission is to ensure developers and enterprises can reliably build mission-critical solutions using OpenAI models. We provide technical guidance, troubleshoot complex issues through support tickets and Slack messages, and partner closely with Technical Success, Product, and Engineering teams to resolve challenges and deliver the best possible customer experience at scale. By supporting customers in maximizing value and adoption, we help them deploy our highly-capable models effectively and successfully.

About the Role:

As a User Operations Team Lead at OpenAI, you will play a critical role in overseeing a dynamic team of Customer Support Engineers. Your leadership will ensure that team members are well-supported and able to perform at their highest potential. You will conduct performance reviews and manage general performance, fostering a culture of excellence and collaboration within and across teams.

This role is based in Dublin. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.

Key Responsibilities:

• Team Leadership & Development: Lead and support a team of customer support engineers, ensuring they have the tools, guidance, and mentorship needed to excel. Foster a high-performance culture by removing operational roadblocks, coaching team members, and investing in upskilling initiatives.

• Performance Management: Conduct regular performance reviews, provide actionable feedback, and implement tailored development plans to enhance both individual and team growth, driving excellence across the board.

• Cross-Functional Collaboration: Act as a bridge between the team and other departments, facilitating seamless communication and ensuring collaborative success on cross-functional initiatives.

• Project Ownership: Oversee and actively contribute to user operations projects, representing the generalist teams in leadership discussions and ensuring the successful execution of key initiatives.

• Strategic Planning: Contribute to the development of innovative strategies that drive the efficiency, scalability, and growth of the user operations team, aligning with organizational goals.

• Customer-Centric Problem Solving: Partner with engineering teams to resolve complex customer issues, while generating valuable insights to inform product development and GTM strategies.

• Escalation & Representation: Handle escalated customer or partner engagements with professionalism, ensuring OpenAI is well-represented in challenging situations and complex builds.

Qualifications:

• More than 5 years of leadership experience, ideally in a Support, IT, Engineering, or similar environment.

• Strong interpersonal and communication skills, with the ability to inspire and motivate a team.

• Excellent project management skills, with a track record of successfully leading cross-functional projects.

• Strategic thinking with the ability to contribute to high-level planning and decision-making.

• A collaborative mindset with the ability to work effectively across various departments.

• Familiarity with data science concepts and the ability to translate complex data insights into actionable business strategies.