Why This Job is Featured on The SaaS Jobs
Trust and Safety has become a core operational layer for modern SaaS platforms, especially those that ship developer tools, APIs, and enterprise products at scale. This role sits in that intersection where product usage, policy intent, and real-world abuse patterns meet, translating risk into repeatable operational systems that can keep pace with evolving user behavior and regulatory scrutiny.
For a SaaS career, the standout value is the chance to build operating mechanisms that look like product infrastructure, even though they live in operations. Capacity planning, launch readiness, vendor governance, and queue health are durable skills across SaaS because they map to how subscription businesses maintain reliability as volume grows. The remit also touches automation and feedback loops into tooling and detection, offering exposure to how operational insights influence roadmap decisions and system design.
The position is best suited to program managers who prefer ambiguous problem spaces and enjoy creating structure from scratch. It will likely appeal to operators who are comfortable working across Legal, Policy, Product, Engineering, and external partners, and who like using data to make tradeoffs between quality, cost, and speed in ongoing service workflows.
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 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.
You Might Thrive In This Role If You
Have experience building operational systems and governance mechanisms in high-growth, ambiguous environments where processes, ownership models, and operating structures are still being defined.
Have 5+ years of experience managing and evaluating vendor/BPO performance, with a strong focus on quality, efficiency, and scale.
Are highly cross-functional and can partner across policy, engineering, and operations to drive complex initiatives like launch readiness, capacity planning, workforce management and workflow health.
Can operate fluidly between strategy and execution, turning ambiguous problems into clear, scalable systems and operating mechanisms.
Are deeply analytical, using data to inform decisions on staffing, performance, cost and operational tradeoffs in high-stakes environments.
Are AI-native and systems-oriented in your approach, using automation, tooling, and models to reduce operational friction, increase the leverage of human review, and build scalable operational infrastructure 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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