Service Designer, Support

Job summary

Responsibilities

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.

• 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…
• Demonstrate strong stakeholder management, influence, and communication skills by presenting your research findings and recommendations, and partnering with teams through…
• 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

What they're looking for

• 8+ years of relevant experience in service design or closely related roles, with demonstrated ownership of service improvements from research through implementation and evaluation.
• A bachelor’s degree in Service Design, Interaction Design, Human-Computer Interaction, Human Factors, or a related field, or equivalent practical experience.
• Experience designing across customer touchpoints, internal workflows, and systems, including the handoffs between teams.
• Proven experience leading ambiguous projects that span across product, engineering, and support operations teams into practical solutions.
• Clear written, verbal, and visual communication skills, with the ability to explain design decisions, navigate tradeoffs, and build alignment across varying levels of seniority.