Why This Job is Featured on The SaaS Jobs
Safety and risk operations have become a core layer of modern SaaS, particularly for platforms that serve both individual users and enterprises through APIs and integrations. This role sits in the “operations infrastructure” lane—where product risk, real-time response, and internal tooling meet—making it a useful lens on how high-usage software products build durable safeguards as new abuse patterns emerge.
From a SaaS career perspective, the mandate to connect workflows, analytics, automation, and vendor capacity is broadly transferable across trust & safety, support operations, and platform integrity functions. Work that links queue design, KPI frameworks, and tooling feedback loops to product and engineering decisions tends to develop strong systems thinking—an advantage in subscription businesses where operational precision and measurable outcomes are tightly coupled to retention and platform reliability.
This position is best suited to an experienced operator-manager who prefers building repeatable mechanisms over one-off interventions, and who is comfortable coordinating across Product, Engineering, Policy, and Legal without relying on formal authority. It also fits leaders who can balance strategic design with hands-on execution, and who can work effectively in environments that may involve exposure to sensitive content as part of safety operations.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the Team
At OpenAI, our User Safety & Risk Operations team safeguards our users, platform, and ecosystem from abuse, fraud, and emerging threats. We operate 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’s work ensures the organization can operate with precision, scale effectively, and respond rapidly as usage grows and risk vectors evolve.
About the Role
We’re looking for a systems-oriented operations leader to build and scale the Ops Enablement & Analytics function. This role requires someone who is equally comfortable setting long-term operational strategy and executing tactically in a fast-paced environment. You will manage a hybrid team across analytics, workflow and automation design, program management, and operational tooling.
You’ll be responsible for designing and evolving the core infrastructure that supports all safety operations—workflows, data, triage systems, routing, automation, quality programs, vendor enablement, and capacity models—while partnering deeply with Product, Engineering, Policy, Research, and other teams in User Operations. You will help define how USRO scales globally and mature operational rigor across all 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. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees
In this role, you will:
Build and lead the Ops Enablement & Analytics team, including hiring, coaching, and career development.
Design and scale core operational workflows, routing systems, triage logic, escalation paths, and queue architectures across all 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 by identifying 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 all USRO teams.
Analyze trends, bottlenecks, classifier signal strength, and operational risks; communicate insights clearly to cross-functional stake
Build and maintain SOPs, reviewer guidelines, QA frameworks, training materials, golden sets, and structured processes for both internal teams and vendors.
Partner with Vendor Operations to manage forecasting and capacity planning, and to ensure external teams are meeting quality, throughput, and SLA targets
Translate ambiguous or evolving product/policy requirements into clear, scalable operational processes.
Drive operational maturity across USRO by introducing structure, documentation, measurement, and continuous improvement frameworks.
Collaborate with Policy, Product, Legal, Research, and Engineering teams to ensure operational signals feed into product improvements, policy updates, and detection strategy.
Anticipate future operational needs and design systems that scale with global growth and increasing risk complexity.
You might thrive in this role if you:
Have 8+ years of experience in Trust & Safety Operations, Risk Operations, Support/Strategy & Operations, analytics, or similar domains, including 5+ years of people management.
Have designed and scaled operations systems—workflows, automations, tooling, vendor programs, data models—in fast-paced or high-growth environments.
Bring strong analytical + technical fluency (SQL, Python, data modeling, ML/classifier development).
Think in systems: you enjoy designing scalable structures and simplifying complex problems.
Communicate with clarity and structure, and can influence cross-functional stakeholders.
Thrive in ambiguous, high-stakes environments and balance strategy with hands-on execution.
Maintain a humble, collaborative, and action-oriented approach.
Operate with a data-driven mindset and love building foundational capabilities from the ground up.
About OpenAI
OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.
We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.
For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.
Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.
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We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.
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