Support Vendor Manager (AI)

Location: Singapore; hybrid work model with 3 days in the office per week; 1–2 weeks of travel per quarter may be required.

Company

OpenAI is an AI research and deployment company developing general-purpose artificial intelligence products with a focus on safe and beneficial deployment.

What you will do

• Own day-to-day oversight, relationship health, and executive-level accountability for multiple support vendors and BPOs.
• Define and manage SLA/KPI expectations, run WBRs and QBRs, identify performance gaps, and drive remediation plans.
• Act as the primary escalation point for incidents, surge events, quality regressions, and continuity risks.
• Partner on contract levers, staffing commitments, service scope changes, and operational governance.
• Produce decision-ready reporting on vendor health, capacity risk, and scaling constraints, translating operational signals into leadership recommendations.

Requirements

• 5+ years of experience in vendor/BPO operations management, support operations, or partner performance leadership in a scaled environment.
• Proven ability to run vendor governance, including QBRs, SLA/KPI design, escalation paths, remediation plans, and cross-functional stakeholder management.
• Awareness of and some experience with workforce planning approaches, including forecasting frameworks, capacity models, staffing strategies, and performance-to-plan systems across global, multi-site support operations.
• Strong analytical and operational rigor, including the ability to define inputs and assumptions, evaluate tradeoffs, and drive outcomes using data.
• Familiarity with support tooling and operational systems such as Salesforce Service Cloud or similar, and the ability to partner with Systems/Tooling on scalable processes.
• Strong communication skills and executive presence, including the ability to align diverse stakeholders, negotiate priorities, and drive accountability across internal teams and external partners.
• Ability to operate in fast-paced, ambiguous environments and build structure rather than only maintain existing processes.

Culture & Benefits

• Hybrid work model with 3 days in the Singapore office each week.
• Travel of 1–2 weeks per quarter may be required.
• Work with User Operations, Trust & Safety, Fraud & Risk, Systems/Tooling, Data, Product, and other stakeholders.
• Equal opportunity workplace with reasonable accommodations available for applicants with disabilities.
• Background checks are administered in accordance with applicable law.