Global Safety Response Operations Analyst

Details

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.

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. The role may involve exposure to sensitive content, including material that is sexual, violent, or otherwise disturbing.

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

Responsibilities

• 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.

Requirements

• 5+ years of experience in trust & safety, content moderation, investigations, fraud, or developer risk operations.
• Experience working in incident response, law enforcement response, or escalations management.
• Deep domain expertise in one or more areas such as policy enforcement and content moderation, fraud and scam prevention, developer risk, or privacy and regulatory escalations.
• Familiarity with relevant legal, policy, and technical frameworks applicable to safety and escalations.
• Track record of scaling operations, building processes, and working cross-functionally to improve performance and safety outcomes.
• Strong analytical skills; ability to detect patterns, assess risk, and recommend policy or product changes based on evidence.
• Excellent communication skills with the ability to convey information clearly and empathetically in sensitive user-facing contexts.
• Comfortable working in ambiguous, high-autonomy environments and handling frequent context switching.
• Willingness and ability to work rotating shifts as part of a 24/7 operation and participate in on-call rotations.
• Ability to leverage OpenAI technology to enhance workflows and scale operational impact (familiarity preferred, not tied to a specific product).

Benefits

• Base salary range: $210,000 – $280,000 (base pay may vary by market location, skills, and experience). Offers include equity and may include performance-related bonuses for eligible employees.
• Medical, dental, and vision insurance with employer contributions to Health Savings Accounts.
• Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses.
• 401(k) retirement plan with employer match.
• Paid parental leave, paid medical and caregiver leave, and paid time off (flexible PTO for exempt employees; up to 15 days annually for non-exempt employees).
• 13+ paid company holidays and additional company office closures through the year.
• 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 as eligible.
• Relocation support for eligible employees and additional taxable fringe benefits (charitable donation matching, wellness stipends).
• Background checks administered in accordance with applicable law; reasonable accommodations for applicants with disabilities.