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Safety Response Operations Lead

OpenAISingapore
On-site Full-time

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Experience Level

Manager

Qualifications

Proven experience in safety operations, risk management, or a related field, preferably within a tech or digital environment. Strong leadership skills with a track record of managing and developing teams effectively. Excellent analytical and decision-making abilities, particularly in high-pressure situations. Exceptional communication and interpersonal skills, capable of engaging with diverse stakeholders. Flexibility to work in a 24/7 operational environment, including night and weekend shifts.

About the job

About Our Team

At OpenAI, we are dedicated to maintaining a safe and secure environment for our users, products, and the organization as a whole. Our Trust, Safety & Risk Operations teams are at the forefront of this mission, mitigating risks associated with abuse, fraud, scams, and regulatory compliance. We collaborate closely with Legal, Policy, Engineering, Product, Go-To-Market teams, and external partners to uphold the integrity and trustworthiness of our platforms for a diverse global audience.

The Global Safety Response Operations team operates around the clock to address user safety, risk, and regulatory concerns associated with OpenAI’s offerings. Handling urgent and sensitive cases demanding quick and judicious responses, we form the backbone of OpenAI’s safety framework, ensuring our products align with policy while delivering empathetic, timely, and consistent support to users.

About the Role

The Global Safety Response Operations Lead is a proactive team leader responsible for managing a regional Safety Response team while personally addressing high-stakes safety incidents. This position blends hands-on safety operations with people management, operational oversight, and cross-departmental collaboration.

You will guide a talented team of Safety Response Analysts tasked with navigating OpenAI’s most critical and impactful cases, while also engaging in direct casework for intricate, high-risk, or high-visibility matters. You will oversee the execution of severe escalations in your region, ensuring effective communication and resolution with cross-functional stakeholders.

Your accountability extends to guaranteeing that your region meets operational targets regarding utilization, quality, and Service Level Agreements (SLAs), acting as the key operational link between Product, Policy, Legal, Investigations, and regional partners.

This role operates in a global context requiring flexibility to support rotating shifts, including nights, weekends, and holidays, as part of an on-call leadership structure.

Key Responsibilities:

  • Lead and mentor a regional team of Safety Response Analysts, fostering high performance, engagement, and consistent decision-making quality.

  • Oversee regional operational metrics, including utilization rates, SLA compliance, backlog management, and quality standards.

  • Manage and address the most complex and high-risk cases, acting as the primary escalation point and incident lead for your region.

  • Contribute directly to frontline operations (20–30%), including investigations, enforcement decisions, and regulatory compliance.

About OpenAI

OpenAI is at the cutting edge of AI technologies, committed to ensuring that artificial intelligence benefits all of humanity. Our dedicated teams work tirelessly to protect user trust and safety while advancing innovative solutions. As a global leader in AI research and deployment, we value collaboration, integrity, and a commitment to ethical practices.

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