About the Team

At OpenAI, our Trust, Safety & Risk Operations teams safeguard our products, users, and the company from abuse, fraud, scams, regulatory non-compliance, and other emerging risks. We operate at the intersection of operations, compliance, user trust, and safety working closely with Legal, Policy, Engineering, Product, Go-To-Market, and external partners to ensure our platforms are safe, compliant, and trusted by a diverse, global user base.

The Global Safety Response Operations team within the org provides 24/7 coverage for user safety, risk, and regulatory escalations across OpenAI's products, handling the highest-priority cases that require human judgment and rapid response. The team operates as the core escalations management and delivery arm of OpenAI's safety operations, ensuring that our products remain safe and aligned with our policies while enabling timely, empathetic, and consistent user support.

We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.

Please note: This role may involve exposure to sensitive content, including material that is sexual, violent, or otherwise disturbing.

About the Role

We're looking for experienced Trust, Safety, and Risk Operations analysts who have subject matter expertise in one or more of the following areas: policy enforcement and content moderation, fraud and scam prevention, developer risk, or privacy and regulatory escalations. You'll be on the front lines of safety escalation management, helping to triage and resolve urgent and sensitive cases. You'll work across subject matter areas, systems, and processes to ensure operational excellence, develop process improvements and automations, and surface insights and trends.

This is a 24/7 global operation that requires flexibility to work rotating shifts, including nights, weekends, and holidays, as part of an on-call coverage model.

We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.

Please note: This role may involve exposure to sensitive content, including material that is sexual, violent, or otherwise disturbing.

In This Role, You Will:

• Handle and resolve high-priority cases across all harm and risk areas, ensuring timely and appropriate resolution in line with policy and legal requirements.
• Operate across multiple systems and tools to manage user reports and tickets, internal escalations, and other high priority investigations.
• Act as incident manager for escalations requiring nuanced policy, legal, or regulatory interpretation.
• Identify and implement process improvements and automation opportunities to increase efficiency, accuracy, and coverage.
• Conduct quality reviews and provide feedback to improve consistency across global teams.
• Analyze trends and generate insights from escalation and case data to inform policy, product, model behavior, or detection improvements.
• Maintain exceptional accuracy, judgment, and composure under pressure when handling sensitive or time-critical situations.
• Participate in 24/7 on-call rotation, including off-hours and weekend coverage as needed.
• Note: each person in this role will be expected to work a standard 5x8 work week, which includes covering the weekend shift each week (e.g., work weeks covering Saturday - Wednesday)

You Might Thrive in This Role If You:

• Have 5+ years of experience in trust & safety, content moderation, investigations, fraud, or developer risk operations.
• Have experience working in incident response, law enforcement response, or escalations management.
• Leverage OpenAI technology to enhance workflows, improve decision-making, and scale operational impact.
• Bring deep domain expertise in your specialization area and familiarity with relevant legal, policy, and technical frameworks.
• Have a track record of scaling operations, building processes, and working cross-functionally to improve performance and safety outcomes.
• Possess exceptional analytical skills able to detect patterns, assess risk, and recommend policy or product changes based on evidence.
• Communicate with clarity, empathy, and precision especially in sensitive user-facing contexts.
• Thrive in ambiguous, high-autonomy environments and balance speed with diligence.
• Are comfortable with frequent context switching, managing multiple projects, and prioritizing impact.