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.
What you'd do
- 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.