Service Designer, Support

Job description

About the Team 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. About the Role We’re looking for a Service Designer to improve how customers get help across OpenAI’s products. As a hands-on individual contributor within User Operations, you’ll connect customer needs with the people, processes, and systems that shape their support experience. You’ll own projects from discovery through implementation: researching customer and team needs, mapping support journeys, designing better workflows, and leading cross-functional partners through execution. Success means turning insights into changes that work in practice, and measuring whether those changes improve the experience for customers and the teams supporting them. In this role, you will: Work with User Operations teams to design, execute, and report on research, identify opportunities, and drive improvement to OpenAI’s support journeys. Collaborate closely with Engineering, Product, Support Delivery, and Operations to prioritize opportunities where research can improve product and process decisions and enhance customer experiences. Demonstrate strong stakeholder management, influence, and communication skills by presenting your research findings and recommendations, and partnering with teams through execution. Own the end-to-end research and operationalization process, including meeting with stakeholders, analyzing insights, scoping projects and leading execution. Partner cross-functionally to map customer journeys, including product and support interactions, suggest enhancements, and lead the team through operationalizing the insights This role is based in San Francisco, CA. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees. You might thrive in this role if you have: 8+ years of relevant experience in service design or closely related roles, with de…