Trust & Safety Operations Lead

About the Team

At OpenAI our Trust & Safety operations are central to protecting OpenAIs platform and users from abuse. We serve a diverse customer base ranging from individual users and early-stage startups to global enterprises across ChatGPT and our API (and beyond!). Operating within our Support organization our Trust & Safety Operations team safeguards the platform and its users by detecting investigating and mitigating risks across content accounts fraud and emerging threats. The team works closely with Product Engineering Legal Policy Go To Market and Operations teams to ensure were delivering the best possible experience to our users at scale

About the Role

We are looking for a Lead Global Safety Response Operations to lead our core safety delivery this role you will oversee daily operations manage vendor and internal workflows ensure operational excellence and build out the teams future incident response function.

You will work closely with Policy Legal Integrity and GTM teams to ensure that safety workflows are executed accurately efficiently and globally. Over time you will lead the team in evolving from day-to-day operations to a fully scaled 24/7 global response function.

Please note: This role may involve handling sensitive content including material that may be highly confidential sexual violent or otherwise disturbing.

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 develop a team of internal safety analysts and vendor partners across global regions (AMER EMEA APAC).

• Oversee execution of safety workflows including vendor/internal escalations model labeling and quality review programs.

• Serve as point of escalation for high-priority safety incidents coordinating with Legal Product Policy and Vendor Ops.

• Build and maintain operational playbooks runbooks and incident management processes to ensure rapid high-quality response.

• Partner with Vendor Operations to optimize coverage training and performance management for external teams.

• Define and track operational metrics SLAs and KPIs to ensure operational excellence and identify process improvements.

• Drive initiatives to increase automation efficiency and data-driven insights in safety operations.
  

You might thrive in this role if you:

• Have 8 years in Trust & Safety Risk Operations or Incident Response including 3 years of people management experience.

• Bring proven experience leading multi-regional teams and vendor operations in a tech or online platform environment.

• Are comfortable triaging complex escalations and coordinating across legal engineering and operations functions.

• Have a track record of process improvement and using data to drive operational decisions.

• Thrive in ambiguous high-stakes environments and can balance immediate response with long-term operational maturity.

• Maintain a collaborative humble approach and a strong bias for action.

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 OpenAIs Affirmative Action and Equal Employment Opportunity Policy Statement.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law including the San Francisco Fair Chance Ordinance the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. 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 addition job duties require access to secure and protected information technology systems and related data security obligations.

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