OpenAI · San Francisco
Manufacturing & OperationsUser OperationsFullTimeposted 5w ago
At OpenAI, our Trust, Safety & Risk Operations teams safeguard our products, users, and the company from abuse, fraud, scams, regulatory non-compliance, and other emerging risks. We operate at the intersection of operations, compliance, user trust, and safety working closely with Legal, Policy, Engineering, Product, Go-To-Market, and external partners to ensure our platforms are safe, compliant, and trusted by a diverse, global user base.
The Global Safety Response Operations team within the org provides 24/7 coverage for user safety, risk, and regulatory escalations across OpenAI’s products, handling the highest-priority cases that require human judgment and rapid response. The team operates as the core escalations management and delivery arm of OpenAI’s safety operations, ensuring that our products remain safe and aligned with our policies while enabling timely, empathetic, and consistent user support.
We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.
Please note: This role may involve exposure to sensitive content, including material that is sexual, violent, or otherwise disturbing.
We’re looking for experienced Trust, Safety, and Risk Operations analysts who have subject matter expertise in one or more of the following areas: policy enforcement and content moderation, fraud and scam prevention, developer risk, or privacy and regulatory escalations. You’ll be on the front lines of safety escalation management, helping to triage and resolve urgent and sensitive cases. You’ll work across subject matter areas, systems, and processes to ensure operational excellence, develop process improvements and automations, and surface insights and trends.
This is a 24/7 global operation that requires flexibility to work rotating shifts, including nights, weekends, and holidays, as part of an on-call coverage model.
We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.
Please note: This role may involve exposure to sensitive content, including material that is sexual, violent, or otherwise disturbing.
Handle and resolve high-priority cases across all harm and risk areas, ensuring timely and appropriate resolution in line with policy and legal requirements.
Operate across multiple systems and tools to manage user reports and tickets, internal escalations, and other high priority investigations.
Act as incident manager for escalations requiring nuanced policy, legal, or regulatory interpretation.
Identify and implement process improvements and automation opportunities to increase efficiency, accuracy, and coverage.
Conduct quality reviews and provide feedback to improve consistency across global teams.
Analyze trends and generate insights from escalation and case data to inform policy, product, model behavior, or detection improvements.
Maintain exceptional accuracy, judgment, and composure under pressure when handling sensitive or time-critical situations.
Participate in 24/7 on-call rotation, including off-hours and weekend coverage as needed.
Note: each person in this role will be expected to work a standard 5x8 work week, which includes covering the weekend shift each week (e.g., work weeks covering Saturday - Wednesday)
Have 5+ years of experience in trust & safety, content moderation, investigations, fraud, or developer risk operations.
Have experience working in incident response, law enforcement response, or escalations management.
Leverage OpenAI technology to enhance workflows, improve decision-making, and scale operational impact.
Bring deep domain expertise in your specialization area and familiarity with relevant legal, policy, and technical frameworks.
Have a track record of scaling operations, building processes, and working cross-functionally to improve performance and safety outcomes.
Possess exceptional analytical skills able to detect patterns, assess risk, and recommend policy or product changes based on evidence.
Communicate with clarity, empathy, and precision especially in sensitive user-facing contexts.
Thrive in ambiguous, high-autonomy environments and balance speed with diligence.
Are comfortable with frequent context switching, managing multiple projects, and prioritizing 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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