Incidents & Escalations Lead, User Operations

OpenAI; San Francisco (CA); Hybrid; USD 130,000 - 170,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work model

Collaborative work culture

Job summary

OpenAI is looking for a Lead, Incidents & Escalations for its User Operations team in San Francisco. You’ll manage real-time incident response and ensure clear communication during live incidents and escalations.

This role requires 10+ years in incident management, alongside strong leadership and technical skills. OpenAI offers a hybrid work model, ensuring a blend of office and remote flexibility.

If you thrive under pressure and enjoy building operational processes, we want to hear from you!

Qualifications

• 10+ years of experience in incident management or similar.
• 5+ years in production or high-urgency environments.
• 5+ years of leadership experience.

Responsibilities

• Lead incident response during live incidents.
• Coordinate with cross-functional teams for incidents.
• Identify root causes and lead retrospectives.

Skills

Incident management

Technical support

Communication

Leadership

Problem-solving

Tools

PagerDuty

Jira

Salesforce

Zendesk

Job description

OpenAI is looking for a Lead, Incidents & Escalations for its User Operations team in San Francisco. You’ll manage real-time incident response and ensure clear communication during live incidents and escalations.

This role requires 10+ years in incident management, alongside strong leadership and technical skills. OpenAI offers a hybrid work model, ensuring a blend of office and remote flexibility.

If you thrive under pressure and enjoy building operational processes, we want to hear from you!