Technical Systems Program Manager, User Operations

About the role

OpenAI's top-of-funnel is evolving into a signal-driven, data-orchestrated engine powered by AI-native workflows, enriched customer intelligence, and increasingly interconnected systems. We are looking for a Technical Systems Program Manager to help drive the strategy, alignment, prioritization, and execution of these systems across Salesforce and adjacent platforms.

This role will partner closely with Engineering, Revenue Operations, Data, and Enterprise Platform teams to operationalize scalable CRM workflows. The ideal candidate combines strong technical fluency, operational systems thinking, and stakeholder leadership with the ability to drive execution across highly cross-functional environments.

This role is based in San Francisco, CA, and the team works a hybrid schedule (Monday

Wednesday in office). We will offer relocation assistance if needed.

What you'll do

• Own and drive CRM systems initiatives across support, defining the technical strategy for scalable automation and orchestration.
• Partner with senior business stakeholders and engineering teams to identify operational pain points and translate them into executable solutions on Salesforce and adjacent platforms.
• Align cross-functional stakeholders including Revenue Operations, Support Delivery, Risk, Engineering, Data, Legal, and Enterprise Platform teams while driving prioritization and execution.
• Help operationalize AI-native workflows by defining and building scalable automation, orchestration, agentic workflows, and human-in-the-loop processes in partnership with cross-functional teams.
• Evaluate technical tradeoffs and requirements for systems supporting user operations and customer success across complex enterprise environments.
• Drive the execution and prioritization of cross-functional programs ensuring timely delivery, alignment with business goals, and operational readiness.
• Build and maintain scalable integrations and workflows within Salesforce and adjacent platforms to support end-to-end customer workflows.
• Apply strong governance practices ensuring solutions meet SDLC, QA, release management, and operational standards within SOX/SOC2-controlled environments.
• Communicate priorities, tradeoffs, risks, and execution plans clearly to both technical and business stakeholders at all levels of the organization.
• Partner with security and compliance teams to ensure solutions adhere to governance, regulatory, and data protection requirements.

Requirements

You have 8+ years of experience driving high-impact technical programs in a program management, technical program management, or adjacent role. You possess a strong understanding of CRM workflows and customer systems that support user operations or support organizations. You have demonstrated experience working across CRM systems, routing engines, and adjacent systems that enable customer engagement and operational workflows.

You demonstrate proven ability to drive complex cross-functional initiatives from discovery and stakeholder alignment through execution, operationalization, and continuous optimization. You have strong technical fluency across APIs, integrations, event-driven architectures, enterprise SaaS ecosystems, and Salesforce platform capabilities, including declarative and programmatic configuration.

You have experience partnering closely with Engineering, Revenue Operations, Security, and Enterprise Platform teams to design, deliver, and scale solutions in production environments. You have experience operating within SOX/SOC2-controlled environments with a strong understanding of SDLC, QA, release management, change management, and operational governance.

You possess strong written and verbal communication skills with the ability to clearly articulate priorities, tradeoffs, risks, and execution plans to diverse audiences, including senior stakeholders and technical contributors. You operate with clarity, accountability, and transparency in ambiguous and fast-paced environments.

Nice to have

• Ability to independently reason through technical system design, integration dependencies, and operational tradeoffs alongside engineering teams.
• Experience working within AI-native, high-growth, or highly ambiguous operating environments where requirements evolve rapidly.
• Exposure to global support operations and the complexities they introduce, including timezone considerations, localization needs, and regulatory variations.
• Ability to operate scrappily and iteratively while maintaining a strong bias toward scalability, governance, and long-term maintainability.
• Experience with data orchestration, customer intelligence, and analytics platforms that enhance user operations and customer workflows.

About OpenAI

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.

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.

For additional information, please see OpenAI's Affirmative Action and Equal Employment Opportunity Policy Statement https://cdn.openai.com/policies/eeo-policy-statement.pdf.

Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act for employers with 5+ employees.