Operations Enablement Program Manager, User Safety & Risk Operations

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.

We support users across ChatGPT, our API, enterprise offerings, and developer tools handling sensitive inbound cases, building detection and enforcement systems, and scaling operational processes to meet the demands of a fast-moving, high-stakes environment.

About the Role

We are looking for an Operations Enablement Program Manager to build and scale the foundational operational systems that power USRO’s human review and safety workflows. This is the first dedicated operational enablement role within USRO and will help define the operating mechanisms, governance models, and planning systems that enable Trust & Safety operations to scale effectively over time. This role sits at the center of vendor performance, capacity planning, launch readiness, and workflow enablement, ensuring our operations are not only effective today but designed to scale with increasing volume, complexity, and automation.

You will partner closely with Global Safety Response, safety vertical leads, BPO partners, and Strategy/Systems teams to translate evolving safety needs into structured, repeatable operating mechanisms. This includes defining how work is staffed, how workflows are launched and supported, how vendor performance is managed, and how automation is integrated into day-to-day operations.

This is a high-impact role for someone who can operate across strategy and execution—bringing clarity to ambiguous problems, building durable systems, and reducing fragmented operational work across the organization. Success in this role means improving operational visibility, enabling faster and more reliable launches, and ensuring human review is efficient, scalable, and aligned with risk and quality goals.

Responsibilities

• Own capacity planning across FTE and BPO workflows, including staffing models, utilization, and forecasting.
• Define and evolve human review strategy, determining the right balance of automation, BPO, and FTE support.
• Drive launch readiness, including intake, prioritization, dependency tracking, and operational rollout planning.
• Monitor and improve queue health, SLA performance, and operational efficiency across BPO workflows.
• Own operational governance across BPO partners, including performance management, escalation paths, SLA/KPI oversight, operational reviews, and structured remediation planning where needed.
• Partner cross-functionally with Global Safety Response, safety vertical leads, BPO Management, and Strategy/Systems to scale operations and improve execution.
• Identify and operationalize automation opportunities across capacity, review, and launch workflows.
• Build repeatable operating mechanisms for capacity planning, launch readiness, and workflow enablement.
• Create feedback loops from review operations into upstream systems, ensuring review insights improve policy, detection, tooling, automation design, and workflow quality.
• Develop decision frameworks for review investment, guiding when to scale BPO capacity, deepen FTE oversight, improve tooling, or automate based on risk, quality, cost, and workflow maturity.
• Build operational reporting and decision-making frameworks that provide leadership visibility into workflow health, capacity risk, launch readiness, vendor performance, and operational scaling constraints.

Requirements

• Experience building operational systems and governance mechanisms in high-growth, ambiguous environments where processes, ownership models, and operating structures are still being defined.
• 5+ years of experience managing and evaluating vendor/BPO performance, with a strong focus on quality, efficiency, and scale.
• Highly cross-functional: able to partner across policy, engineering, and operations to drive complex initiatives like launch readiness, capacity planning, workforce management, and workflow health.
• Ability to operate fluidly between strategy and execution, turning ambiguous problems into clear, scalable systems and operating mechanisms.
• Strong analytical skills; comfortable using data to inform decisions on staffing, performance, cost and operational tradeoffs in high-stakes environments.
• AI-native and systems-oriented approach: experience using automation, tooling, and models to reduce operational friction, increase the leverage of human review, and build scalable operational infrastructure.

Benefits

• Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts.
• Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit).
• 401(k) retirement plan with employer match.
• Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks).
• Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees.
• 13+ paid company holidays and multiple coordinated company office closures, plus paid sick or safe time as required by law.
• 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.
• Additional taxable fringe benefits (charitable donation matching, wellness stipends) and equity and performance-related bonus(es) for eligible employees.