Support Operations Manager, Workforce Planning & Data

$235,000 - $235,000/Yr

Openai - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

Professional, Scientific, and Technical Services

About the position

The Support Operations Manager, Workforce Planning & Data at OpenAI is responsible for managing staffing models, forecasting, and scheduling for customer support teams. This role focuses on ensuring service level agreements (SLAs) are met while maximizing team productivity. The manager will leverage data to drive decision-making, design dashboards, and apply statistical analysis to provide insights into support demand and operational efficiency. This position requires collaboration with various teams to optimize workforce planning and performance management, making it a critical role in creating a world-class support organization.

Responsibilities

• Develop and maintain staffing models and schedules that align with business needs, service level requirements, and forecasted demand.
• Define requirements for and implement a workforce management platform that will unlock scale and efficiency for OpenAI support.
• Analyze historical data and trends, incorporating product roadmaps and other demand drivers to accurately forecast inbound ticket volumes.
• Create and manage reporting dashboards that track key performance indicators (KPIs), including productivity, response times, queue volume, and staffing levels.
• Monitor and adjust staffing plans to respond to unexpected changes in demand.
• Provide actionable insights and recommendations for operational efficiency improvements based on data trends and analysis.
• Collaborate with vendor manager and BPOs to align staffing and performance strategies.

Requirements

• Experience in workforce management, including forecasting and capacity planning for a globally distributed team (with both FTE and BPO headcount).
• Experience implementing and managing a Workforce Management platform (e.g. NICE, Assembled, Calabrio, Playvox, etc.).
• Deep understanding of statistical analysis and data modeling techniques.
• Proficiency in using data visualization tools (e.g. Mode, Looker, Tableau, Hex) and Excel/Google Sheets.
• Ability to communicate complex data insights to non-technical stakeholders.
• Adaptability to respond to changing business needs in a fast-paced environment.
• Collaborative mindset to work cross-functionally with various teams, including engineering and tooling.
• Experience managing a third-party (BPO) vendor that provides customer support services.

Nice-to-haves

• Experience in AI or machine learning environments.
• Familiarity with customer support metrics and performance management.

Benefits

• Relocation assistance
• Hybrid work model (3 days in the office per week)