Support Delivery Lead, Ads

About the Team

The Ads Support Delivery team is responsible for helping both ad buyers and ad publishers successfully operate and grow on our Ads product. This includes technical guidance, troubleshooting complex delivery and monetization issues, and partnering closely with Product, Engineering, Trust & Safety and Go-To-Market teams to resolve customer-impacting problems and improve the platform over time. The team’s mission is to deliver a high-quality customer experience at scale by combining strong human support with automation, self-service, and AI-enabled workflows, while maintaining high operational rigor.

About the Role:

As a Support Delivery Lead for Ads, you will lead a team responsible for end-to-end support delivery across both sides of the ads ecosystem: (1) buyer success (campaign setup, delivery, billing, measurement, and policy navigation) and (2) publisher monetization success (inventory setup, ad serving integrations, reporting, and yield-impacting issues). You will set the operational bar for quality, responsiveness, and consistency; coach and grow the team; and translate support signals into actionable improvements with Engineering, Product, and Go-To-Market partners.

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.

In this role, you will:

• Lead and support a team of Ads support engineers, ensuring they have the tools, clarity, and coaching needed to operate at a high bar in a technically complex domain spanning advertiser and publisher workflows.

• Set clear expectations and operating standards, run recurring performance reviews, and build development plans that grow both technical depth (ad tech fluency) and customer-facing excellence.

• Design and continuously improve support coverage for both ad buyers and publishers, ensuring the team can diagnose buyer-side delivery issues and publisher-side monetization and integration issues with equal rigor.

• Act as the bridge between Support Delivery, Engineering, Product, and Go-To-Market teams. Drive alignment on priorities, escalation paths, launch readiness, tooling improvements and mechanisms to reduce repeated customer pain points.

• Partner with engineering teams to resolve complex customer issues, while generating valuable insights to inform product development and GTM strategies.

• Handle escalated customer or partner engagements with professionalism, ensuring OpenAI is well-represented in challenging situations and complex builds.

• Contribute to the development of innovative strategies that drive the efficiency, scalability, and growth of the user operations team, aligning with organizational goals.

• Partner with Product and Engineering on Ads launches and changes to ensure support readiness (playbooks, known issues, tooling, training). Proactively identify rollout risks and ensure support feedback loops influence product decisions.

You might thrive in this role if you:

• Have 10+ years of leadership experience in Support Delivery, Customer Operations, Ads Operations, or similar environments, including direct people management.

• Have experience supporting advertising products and workflows, with demonstrated understanding of both advertiser/buyer needs and publisher monetization needs.

• Have strong cross-functional leadership skills, with a track record of influencing Product and Engineering roadmaps using customer impact, operational data, and clear prioritization.

• Have demonstrated ability to define, implement, and manage operational and business KPIs; comfort building reporting mechanisms and running metrics-driven operating cadences.

• Have strong project/program management skills, with the ability to drive complex initiatives across time zones and stakeholder groups.

• Have demonstrated ability to take an automation-first approach, with a track record of applying AI, tooling, and systems thinking to design and implement processes that scale support impact.

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.

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.

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