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À propos
The User Operations team 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. Given OpenAI's breakneck shipping cadence and growthand the expectation that it will only acceleratetransforming our rich support data into real?time insights and scalable, self?serve analytics is critical to sustaining exceptional customer experiences on the path to AGI. We're seeking a Support Data Scientist who will dig deep into user?support datasurfacing trends, volumes, and friction signalsand turn these findings into actionable insights and always?on reporting. You'll design, build, and maintain self?serve dashboards that keep every stakeholder informed in real time, partnering closely with Data Science and Engineering to ensure clean pipelines, robust models, and scalable tooling. Think proactive friction detection and real?time service?health views that help us stay ahead of demanddelivering decision?grade insights, not just prettier slide decks. This role is based in San Francisco, California. 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: Explore large support and product datasets to uncover trends, volume drivers, and user?experience pain points, distilling findings into clear, actionable narratives. Build, enhance, and maintain self?serve dashboards and reporting tools, enabling non?technical teams to answer their own data questions. Establish a unified metrics taxonomy for service?health and performanceand build automated data?sharing pipelines and scorecards with our BPO partners to ensure everyone operates from the same real?time view of success Leverage LLMs to build bespoke classifiers that automatically label and segment inbound volumespowering smarter routing, richer self?serve insights, and swifter root?cause analysis. Partner with Data Engineering to ensure reliable pipelines, implement data?quality checks, and document sources of truth. Jump into high?priority special projects to conduct bespoke deep?dive analyses and deliver clear, strategic recommendations to leadership. Prototype quicklyleveraging ChatGPT, Jupyter notebooks, Retool, and other toolsto prove value before hardening with Engineering. Collaborate with Data Science on predictive models and experimentation, translating results into operational recommendations. You might thrive in this role if you: Have 8 + years in analytics, business intelligence, or data science (experience with customer support or operations teams is a plus). Have expert?level SQL skills and proficiency in Python or R for advanced analysis and automation Have hands?on experience designing and maintaining BI dashboards (e.g. Looker, Mode, Tableau, Sundial) with a focus on clarity and self?serve usability. Have hands?on experience fine?tuning or prompt?engineering LLMs to build text classifiers, sentiment analysis, or tagging systems. Have demonstrated ability to translate complex datasets into clear business stories and recommendations for both technical and non?technical audiences. Have familiarity with support metrics (SLAs, FCR, deflection) and ability to define service health KPIs. Have strong cross?functional communication skillscomfortable collaborating daily with engineers, data scientists, and operations leaders. Have an eye for detail, a zero?defect mindset, and a bias toward action over theoretical perfection Possess a strong bias for automation and can defend governance decisions that keep data and processes healthy as they grow. Thrive in a fast?moving, ambiguous environment where priorities can shift quickly. 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. 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.
Compétences linguistiques
- English
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