Trusted Access Lead, Critical Harm Operations
AI research and deployment company building and deploying frontier AI products, including ChatGPT, Codex, and its API platform.
Projects
About OpenAI
OpenAI’s mission is to ensure artificial general intelligence benefits all of humanity. It consists of the nonprofit OpenAI Foundation and OpenAI Group, a public benefit corporation governed by the Foundation.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own the operating strategy for Trusted Access programs and lead a team of risk-operations specialists. You'll build a reliable customer access service, make capacity and prioritization decisions, lead consequential escalations, and work with Product and Engineering to improve onboarding, provisioning, tooling and automation.
Requirements
- Experience building and running complex customer support, onboarding, access, risk, or service operations
- Formal people management experience; 5+ years of management experience preferred
- Ability to make defensible tradeoffs among customer commitments, safeguards, quality, and capacity
- Experience leading work across teams you do not manage
- Analytical and technical fluency to diagnose workflow failures and evaluate automation
- Precise and empathetic communication
Responsibilities
- Own the operating strategy and roadmap across Trusted Access programs
- Build a coherent customer journey from application through confirmed access, including appeals
- Hire, coach, and develop your team
- Make capacity and prioritization decisions across urgent needs, launches, and improvements
- Lead consequential customer escalations
- Turn support patterns into a prioritized roadmap with Product and Engineering
- Establish measures of service health and decision quality
- Prepare new programs and customer channels for launch and scale
Benefits
- Medical, dental, and vision insurance with HSA employer contributions
- Health FSA, Dependent Care FSA, and commuter pre-tax accounts
- 401(k) with employer match
- Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents)
- Paid medical and caregiver leave (up to 8 weeks)
- Flexible PTO for exempt employees
- 13+ paid company holidays and coordinated office closures
- Paid sick or safe time
- Mental health and wellness support
- Employer-paid basic life and disability coverage
- Annual learning and development stipend
- Daily meals in offices and meal delivery credits
- Relocation support for eligible employees
- Charitable donation matching and wellness stipends
- Equity
- Performance-related bonus
