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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 seeking a Program Manager to help build and scale live customer support experiences across User Operations. You’ll work closely with Support Delivery, Product, Engineering, and operations teams to shape how we provide timely, high-quality support through live and real-time channels. This role will own the programs, operating models, and cross-functional coordination needed to launch and improve live support as OpenAI’s products and customer needs evolve. In this role, you will: - Build and scale live support programs, including real-time customer support channels - Define customer journeys, routing and escalation paths, service standards, coverage needs, and team-readiness requirements. - Partner with Support Delivery, Product, Engineering, Data, and other cross-functional teams to align on tools, processes, and customer experience. - Identify opportunities to improve support quality, response times, capacity, and operational efficiency. - Help establish the staffing, training, and operational mechanisms needed to support new live-support capabilities. - Use AI and automation thoughtfully to improve agent workflows while preserving a high-quality human support experience. - Track program performance and translate operational insights into clear recommendations for leadership. You might thrive in this role if you: - Have 8+ years of experience in program management, customer support, support operations, service delivery, or related fields. - Have experience launching, building, or scaling live support teams or programsUnderstand how to design scalable support operations, including service quality, escalation management, staffing readiness, and customer experience. - Are comfortable partnering with technical and nontechnical teams to launch new capabilities and solve operational challenges. - Can navigate ambiguity, take ownership of complex initiatives, and move quickly from strategy to execution. - Have experience supporting complex technical products or customer-facing hardware; this background is a plus but not required. 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 US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations. To notify OpenAI that you believe this job posting is non-compliant, please submit a report through this form https://form.asana.com/?d=57018692298241&k=5MqR40fZd7jlxVUh5J-UeA. No response will be provided to inquiries unrelated to job posting compliance. We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link https://form.asana.com/?k=bQ7w9h3iexRlicUdWRiwvg&d=57018692298241. OpenAI Global Applicant Privacy Policy https://cdn.openai.com/policies/global-employee-and-contractor-privacy-policy.pdf At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.

Listed by OpenAI for a position based in the United States. Employers on this board attest they are hiring domestically.

Project Management

33 days ago

Senior Program Manager, Web

Harvey · San Francisco, California, USA

Pay

$124k–186k

Setting

On-site

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WHY HARVEY At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come. This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched. Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you. At Harvey, the future of professional services is being written today — and we’re just getting started. ROLE OVERVIEW The Senior Program Manager joins Harvey's Web team to orchestrate the digital experiences that connect Harvey's brand, product, and go-to-market efforts with the outside world. The team's mission is to ensure Harvey's web presence evolves at the same velocity as the product itself, translating complex AI capabilities into clear, compelling digital touchpoints. This role drives the operational backbone behind cross-functional web initiatives — managing roadmaps, vendors, and capacity across engineering, design, creative, and marketing stakeholders to ship high-quality digital experiences on time and at scale. They partner directly with leadership in brand, marketing, and product to set priorities and keep a fast-moving portfolio of work accountable and visible. It is a rare opportunity to shape how a category-defining legal AI company presents itself to the world while building program management craft in one of the fastest-growing startups in the space. WHAT YOU'LL DO - Own end-to-end program management for Harvey's digital experience portfolio — from requirements gathering and roadmap planning through delivery and retrospective. - Drive cross-functional coordination across marketing, brand, design, engineering, and creative teams to ensure web initiatives ship on time and meet quality standards. - Manage vendor relationships, capacity planning, and resource allocation to maximize the team's throughput without sacrificing craft. - Establish and maintain accountability mechanisms — status reporting, dependency tracking, and escalation paths — that keep stakeholders aligned in a fast-paced environment. - Partner with GTM and marketing leadership to translate business priorities into actionable project plans and delivery milestones. WHAT YOU HAVE - 6–10 years of experience in program or project management, with a strong focus on web, digital, or cross-functional marketing/creative programs. - Deep experience working in agile environments, including sprint planning and management (e.g., structuring and running stand-ups, facilitating retrospectives, and producing clear progress reports for stakeholders). - Familiarity and strong skills with modern project management tools such as Linear, Asana, Airtable, and JIRA; Linear and Asana experience is strongly preferred. - Proven ability to drive complex, multi-workstream programs from intake through launch, aligning engineering, design, brand/creative, and marketing partners around a shared roadmap. - Strong communication and stakeholder management skills; you can influence without authority and create clarity amidst ambiguity in a fast-paced environment. COMPENSATION $123,800 - $185,800 USD DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES HERE https://harveyai.notion.site/Harvey-Candidate-Privacy-Notices-319ac3fcdd7a803bb807d5094f249922?pvs=74. #LI-LR1 Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai

Listed by Harvey for a position based in the United States. Employers on this board attest they are hiring domestically.

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