Global Safety Response Operations Analyst

Rozgoo; San Francisco (CA); Híbrido; USD 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Relocation assistance

Descripción de la vacante

OpenAI is seeking experienced Trust, Safety, and Risk Operations analysts to triage and resolve urgent cases across harm and risk areas. You will work across systems to manage user reports, escalations, and investigations, acting as incident manager when policy, legal, or regulatory interpretation is needed.

This 24/7 global role requires rotating shifts, including nights and weekends, with a hybrid model (3 days in the office per week) and relocation assistance.

Formación

• Handle high-priority cases across harm/risk areas in line with policy and legal requirements.
• Operate across multiple systems to manage user reports, escalations, and investigations.
• Act as incident manager for escalations requiring nuanced policy, legal, or regulatory interpretation.

Responsabilidades

• 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.

Conocimientos

Policy enforcement

Content moderation

Fraud prevention

Developer risk

Privacy/regulatory escalations

Incident management

Data analysis

Communication under pressure

Herramientas

Case management systems

Descripción del empleo

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.

About the Role

We’re looking for experience Trust, Safety, and Risk Operations analysts who have subject matter expertise in one or more of the following areas: policy enforcement and content moderation, fraud and scam prevention, developer risk, or privacy and regulatory escalations. You’ll be on the front lines of safety escalation management, helping to triage and resolve urgent and sensitive cases. You’ll work across subject matter areas, systems, and processes to ensure operational excellence, develop process improvements and automations, and surface insights and trends. 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. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees. Please note: This role may involve exposure to sensitive content, including material that is sexual, violent, or otherwise disturbing.

In This Role, You Will

• 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.

You Might Thrive in This Role If You

• Have 5+ years of experience in trust & safety, content moderation, investigations, fraud, or developer risk operations.
• Have experience working in incident response, law enforcement response, or escalations management.
• Leverage OpenAI technology to enhance workflows, improve decision-making, and scale operational impact.
• Bring deep domain expertise in your specialization area and familiarity with relevant legal, policy, and technical frameworks.
• Have a track record of scaling operations , building processes, and working cross-functionally to improve performance and safety outcomes.
• Possess exceptional analytical skills able to detect patterns, assess risk, and recommend policy or product changes based on evidence.
• Communicate with clarity, empathy, and precision especially in sensitive user-facing contexts.
• Thrive in ambiguous, high-autonomy environments and balance speed with diligence.
• Are comfortable with frequent context switching , managing multiple projects, and prioritizing impact.

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.

Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction re