Support Vendor Manager, APAC

About the role

OpenAI is looking for a Support Vendor Manager based in Singapore to own the health, performance and long-term scalability of multiple support partner and vendor relationships. It is primarily a vendor leadership role: driving commercial and operational accountability (SLAs, QBRs, escalation paths, remediation plans) while building the operating model that lets support scale without linear headcount growth. The role works closely with User Operations teams such as Trust & Safety and Fraud & Risk, Systems/Tooling, Data partners and Product/PM stakeholders.

The position is hybrid, with three days in the office per week, and 1-2 weeks of travel per quarter may be required.

Key responsibilities

• Own day-to-day oversight, relationship health and executive-level accountability for multiple support vendors/BPOs.
• Define and manage SLA/KPI expectations, run weekly business reviews and quarterly business reviews, identify performance gaps and drive turnaround plans with owners and timelines.
• Serve as the primary escalation point for vendor issues, including incidents, surges, quality regressions and continuity risks, and ensure vendors have operational controls and playbooks.
• Partner on contract levers, staffing commitments, service scope changes and operational cadences.
• Produce decision-ready reporting on vendor health, capacity risk and scaling constraints, and turn operational signals into recommendations for leadership.

Required profile

• 5+ years in vendor/BPO operations management, support operations or partner performance leadership in a scaled environment.
• Experience running vendor governance: QBRs, SLA/KPI design, escalation paths, remediation plans and cross-functional stakeholder management.
• Awareness of and some experience with workforce planning approaches such as forecasting frameworks, capacity models and staffing strategies.
• Strong analytical and operational rigor, comfortable working with data to define assumptions and evaluate trade-offs.
• Familiarity with support tooling and operational systems (e.g. Salesforce Service Cloud or similar).
• Strong communication skills and executive presence, able to negotiate priorities and drive accountability internally and externally.
• Comfortable building structure in fast-paced, ambiguous environments.