OpenAI - Operations Analyst, User Operations (Trust & Safety)

• 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 outcomes—and 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 improvements—especially during transitions or ramp periods. • Have 5+ years of experience in trust & safety, risk operations, investigations, incident response, or comparable high-judgment operational work in a fast-moving environment. • 5+ years • 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 development—including 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 workflows—while maintaining strong QA discipline and appropriate safeguards. • Communicate clearly and effectively—especially in writing—when dealing with sensitive topics and complex tradeoffs. • Thrive in ambiguity, manage multiple priorities simultaneously, and stay effective as context changes.