Trusted Access Specialist, 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 operational workflow for an assigned Trusted Access program from application through confirmed access. You'll investigate complex cases, drive escalations to resolution, turn recurring patterns into product and process improvements, build support guidance, and develop AI-assisted workflows with technical partners.
Requirements
- Experience independently owning and improving customer support, onboarding, access, risk, or product-operations workflows
- Demonstrated durable improvements through product changes, self-service, automation, or enablement
- Sound judgment when records conflict or requirements are unclear
- Ability to investigate across customer, account, approval, and access systems
- Use of operational data to identify root causes
- Clear communication under pressure
- Ability to build trust across teams
Responsibilities
- Own the operational workflow for an assigned Trusted Access program
- Investigate complex eligibility, onboarding, and access cases
- Drive customer and account-team escalations through resolution
- Turn recurring case patterns into product and process changes with Product and Engineering
- Build support playbooks, help-center content, training, and quality checks
- Use data to diagnose delays, rework, and decision errors
- Develop and validate AI-assisted workflows and automation
- Maintain clear documentation and qualified backup across programs
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
