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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in service design and user research, with a strong ability to synthesize customer insights and operational data to drive service improvements. Proven track record in leading cross-functional teams through the end-to-end research and operationalization process.
Highest-signal resume keywords
Service DesignQualitative ResearchCustomer Journey MappingCross-Functional CollaborationProject Leadership
About the role
Key responsibilities & impact- Design, execute, and report on research with User Operations teams
- Identify opportunities and drive improvements to OpenAI’s support journeys
- Collaborate with Engineering, Product, Support Delivery, and Operations to prioritize research opportunities
- Present research findings and recommendations
- Partner with teams through execution
- Own the end-to-end research and operationalization process
- Meet with stakeholders, analyze insights, scope projects, and lead execution
- Map customer journeys across product and support interactions
- Suggest enhancements and lead teams through operationalizing insights
- Own service-improvement projects from discovery through implementation and evaluation
Requirements
What you’ll need- 8+ years of relevant experience in service design or closely related roles
- Bachelor’s degree in Service Design, Interaction Design, Human-Computer Interaction, Human Factors, or a related field, or equivalent practical experience
- Strong qualitative research and synthesis skills
- Ability to combine customer insights with operational data
- Experience designing across customer touchpoints, internal workflows, and systems, including handoffs between teams
- Proven experience leading ambiguous projects spanning product, engineering, and support operations teams
- Clear written, verbal, and visual communication skills
- Ability to explain design decisions, navigate tradeoffs, and build alignment across varying levels of seniority
- Hands-on approach and persistence to follow work through rollout, adoption, and evaluation
Benefits
Comp & perks- Equity
- Performance-related bonus(es) for eligible employees
- Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
- Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
- 401(k) retirement plan with employer match
- Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents)
- Paid medical and caregiver leave (up to 8 weeks)
- Flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
- 13+ paid company holidays
- Multiple paid coordinated company office closures throughout the year
- Paid sick or safe time (1 hour per 30 hours worked, or more, as required by applicable state or local law)
- Mental health and wellness support
- Employer-paid basic life and disability coverage
- Annual learning and development stipend
- Daily meals in offices
- Meal delivery credits as eligible
- Relocation support for eligible employees
- Charitable donation matching
- Wellness stipends
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service DesignQualitative ResearchCustomer Journey MappingOperational Data AnalysisProject Management
Soft Skills
Clear CommunicationStakeholder EngagementProblem-SolvingTeam LeadershipAdaptability
Industry Keywords
User OperationsSupport JourneysHuman-Computer InteractionInteraction DesignService Improvement