About the job
About the Team
At OpenAI, our User Operations team plays a crucial role in protecting our products and users from abuse, fraud, and safety risks. As a vital component of the company’s frontline safety infrastructure, we ensure that real-world user experiences result in timely, high-integrity decisions and sustainable improvements. Our team operates at the crossroads of operations, user trust, and risk management, working collaboratively with departments across Legal, Policy, Engineering, and Product, as well as external partners.
We support a diverse and global user base spanning OpenAI’s product suite by effectively managing sensitive inbound tickets, high-severity escalations, and operational risk workflows. Our work is grounded in sound judgment, user trust, and a commitment to creating reliable systems that can scale.
About the Role
We are looking for a highly analytical, adaptable, and technically skilled Operations Analyst to help enhance and scale our user safety and risk operations—focusing on complex, time-sensitive issues where making the right decision can significantly impact users and the business.
In this position, you will be at the forefront of user safety: identifying and evaluating high-impact risks that emerge during real-world product usage and driving their resolution in collaboration with teams across the organization. You will transform ambiguous signals into actionable insights—enhancing our immediate response mechanisms while also fortifying the systems (processes, documentation, and automation) that facilitate consistent, high-quality decisions at scale. This role offers a high degree of autonomy and a clear impact: you will manage workstreams from start to finish and assess success through quicker response times, improved outcomes, and minimized 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 intricate, high-sensitivity user issues and escalations, encompassing trust & safety incidents and other urgent risk reviews.
Conduct thorough risk evaluations and investigations utilizing internal tools, operational documentation, and relevant external resources when necessary.
Act as an incident manager for sensitive reviews that demand nuanced interpretation, decisive action, and strong cross-functional coordination.
Collaborate with stakeholders across the organization to drive improvements and share insights.

