User Safety & Risk Operations Manager, Ops Enablement & Analytics

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, ve