Operations Analyst, User Operations (Trust & Safety) EMEA

About the Team

At OpenAI our User Operations team safeguards our products and users from abuse fraud and safety risks. We serve as part of the companys frontline safety infrastructurehelping ensure real-world user experiences translate into timely high-integrity decisions and durable improvements. We operate at the intersection of operations user trust and risk management collaborating cross-functionally with partners across Legal Policy Engineering and Product as well as external vendors.

We support a global and diverse user base across OpenAIs product suite by managing sensitive inbound tickets high-severity escalations and operational risk workflows. Our work is grounded in sound judgment user trust and a commitment to building reliable systems that scale.

About the Role

We are seeking a sharp adaptive and technically capable Operations Analyst to help scale and evolve our user safety and risk operationsfocused on complex time-critical issues where the right decision can materially change outcomes for users and the business.

In this role youll sit on the frontline of user safety: detecting and assessing high-impact risks that surface in real-world product usage and driving them to resolution alongside teams across the company. Youll turn messy ambiguous signals into clear actionsimproving how we respond in the moment while also strengthening the systems (processes documentation and automation) that make consistent high-quality decisions possible at scale. This is a high-autonomy role with visible impact: youll own workstreams end-to-end and measure success through faster response higher quality outcomes and reduced risk.

Location / work model: London (hybrid 3 days/week in-office).

Please note: This role may involve exposure to sensitive or concerning content. Strong discretion good judgment and resilience are essential.

In This Role You Will

• Triage and resolve complex high-sensitivity user issues and escalations including trust & safety incidents and other time-critical risk reviews.

• Conduct risk evaluations and investigations using internal tooling operational documentation and appropriate external sources when relevant.

• Serve as an incident manager for sensitive reviews requiring nuanced interpretation clear decision-making and strong cross-functional coordination.

• Partner with stakeholders across Legal Policy Product Engineering and Support to drive fast defensible outcomesand ensure lessons learned translate into improvements to user experience policy interpretation and safety operations.

• Design and improve operational workflows (intake triage escalation pathways QA training and governance) with a strong focus on consistency scalability and auditability.

• Build and maintain playbooks decision trees knowledge articles and macros and continuously refine them based on new learnings.

• Take an automation-first approach: identify repetitive work redesign the workflow and prototype automation using AI tools no-code platforms or lightweight scripting (in partnership with technical counterparts as needed).

• Monitor operational health through quality audits SLA tracking escalation accuracy and trend analysis and propose interventions grounded in clear metrics.

• Contribute to vendor enablement and governance including training calibration and process improvementsespecially during transitions or ramp periods.

You Might Thrive in This Role If You

• Have 5 years of experience in trust & safety risk operations investigations incident response or comparable high-judgment operational work in a fast-moving environment.

• Are highly technical for an ops role: strong analytical skills (e.g. SQL) comfortable working with data tooling/dashboards and able to translate insights into operational changes.

• Can operationalize ambiguous risk signals into structured inputs for classifier/detection developmentincluding taxonomy design labeling guidance and quality standards and feedback loops that improve performance over time (in collaboration with technical stakeholders).

• Operate with high standards and high conviction: you can form clear defensible points of view communicate them crisply and drive decisions to closure.

• Default to systems thinking: you routinely turn one-off fixes into repeatable processes and you measure impact (time saved accuracy improved risk reduced).

• Are AI-fluent and know how to apply model/agent tooling in real workflowswhile maintaining strong QA discipline and appropriate safeguards.

• Communicate clearly and effectivelyespecially in writingwhen dealing with sensitive topics and complex tradeoffs.

• Thrive in ambiguity manage multiple priorities simultaneously and stay effective as context changes.

Nice to Have

• Experience building QA programs calibrations sampling plans or standardized review practices for sensitive workflows.

• Experience working with scaled vendor operations and governance models.

• Familiarity with building lightweight automation (scripts no-code tools workflow automation) in operational contexts.

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.

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 addition job duties require access to secure and protected information technology systems and related data security obligations.

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