User Safety & Risk Operations Manager, Ops Enablement & Analytics

Details

About the Team

At OpenAI, our User Safety & Risk Operations team safeguards our users, platform, and ecosystem from abuse, fraud, and emerging threats. The team operates at the intersection of product risk, operational scale, and real-time safety response — supporting users ranging from individuals to global enterprises across ChatGPT, API, platform integrations, and more.

The Ops Enablement & Analytics team is the operational backbone for the organization — a horizontal team providing data, automation, tooling, and vendor management support. The team ensures the organization can operate with precision, scale effectively, and respond rapidly as usage grows and risk vectors evolve.

About the Role

You will be a systems-oriented operations leader building and scaling the Ops Enablement & Analytics function. The role balances long-term operational strategy with hands-on execution in a fast-paced environment. You will manage a hybrid team across analytics, workflow and automation design, program management, and operational tooling.

You will design and evolve the core infrastructure that supports all safety operations — workflows, data, triage systems, routing, automation, quality programs, vendor enablement, and capacity models — while partnering with Product, Engineering, Policy, Research, and other User Operations teams. The role helps define how User Safety & Risk Operations (USRO) scales globally and matures operational rigor across safety verticals.

Please note these roles may involve handling sensitive content, including material that may be highly confidential, sexual, violent, or otherwise disturbing.

These roles are based in San Francisco, CA and follow a hybrid work model (3 days in office per week). The company offers relocation assistance to eligible employees.

Responsibilities

• Build and lead the Ops Enablement & Analytics team (hiring, coaching, career development).
• Design and scale core operational workflows, routing systems, triage logic, escalation paths, and queue architectures across safety verticals.
• Partner with Product and Engineering to evolve internal operational tooling, including labeling workflows, detection and routing pipelines, classifier feedback loops, and case management interfaces.
• Lead automation-first operations: identify opportunities to reduce manual work, increase precision, and improve reviewer and vendor efficiency.
• Develop and maintain operational dashboards, KPI frameworks, forecasting tools, and performance reports for USRO teams.
• Analyze trends, bottlenecks, classifier signal strength, and operational risks; communicate insights to cross-functional stakeholders.
• Build and maintain SOPs, reviewer guidelines, QA frameworks, training materials, golden sets, and structured processes for internal teams and vendors.
• Partner with Vendor Operations on forecasting, capacity planning, and ensuring external teams meet quality, throughput, and SLA targets.
• Translate ambiguous or evolving product/policy requirements into clear, scalable operational processes.
• Drive operational maturity by introducing structure, documentation, measurement, and continuous improvement frameworks.
• Collaborate with Policy, Product, Legal, Research, and Engineering to ensure operational signals inform product improvements, policy updates, and detection strategy.
• Anticipate future operational needs and design systems that scale with global growth and increasing risk complexity.

Requirements

• 8+ years of experience in Trust & Safety Operations, Risk Operations, Support/Strategy & Operations, analytics, or similar domains.
• 5+ years of people management experience.
• Experience designing and scaling operations systems: workflows, automations, tooling, vendor programs, and data models in fast-paced or high-growth environments.
• Strong analytical and technical fluency: SQL, Python, data modeling, and familiarity with ML/classifier development and evaluation.
• Experience building operational dashboards, KPI frameworks, forecasting tools, and capacity models.
• Experience with automation, triage/case management systems, and quality programs (SOPs, QA frameworks, training materials, golden sets).
• Vendor management experience, including forecasting, capacity planning, SLA and quality oversight.
• Systems thinking: ability to design scalable structures and simplify complex problems.
• Strong written and verbal communication with ability to influence cross-functional stakeholders and operate in ambiguous, high-stakes environments.
• Ability to work with sensitive content and maintain confidentiality and appropriate security practices.

Benefits & Additional Details

• Base compensation listed: $345,000 (total compensation also includes equity and potential performance-related bonuses).
• Medical, dental, and vision insurance with employer contributions to HSAs; pre-tax FSA options; 401(k) with employer match.
• Paid parental leave, paid medical and caregiver leave, flexible PTO, paid company holidays, and paid sick/safe time as required by law.
• Mental health and wellness support; employer-paid basic life and disability coverage.
• Annual learning & development stipend; daily meals in offices and meal delivery credits as eligible.
• Relocation support for eligible employees.
• Background checks will be administered in accordance with applicable law; reasonable accommodations for applicants with disabilities are available.

Technologies & Skills Mentioned

SQL, Python, data modeling, ML/classifier development, operational tooling, automation/automation-first operations, dashboards/BI and forecasting tools, SOPs/QA frameworks, vendor management, case/triage systems.