Trusted Access Lead, Critical Harm Operations

The role

You will own the Trusted Access operating strategy and lead a team of risk-operations specialists. You will build customer access services, manage people, and coordinate with technical and regional teams to resolve access problems.

What you will do

• Own the operating strategy and roadmap across Trusted Access programs.
• Build a coherent customer journey from application through confirmed access.
• Hire, coach, and develop the team.
• Make capacity and prioritization decisions across customer needs and launch readiness.
• Lead consequential customer escalations.
• Turn support patterns into a prioritized roadmap with Product and Engineering.
• Establish measures of service health and decision quality.
• Prepare new programs and customer channels for launch and scale.

Required qualifications

• Built and run complex customer support, onboarding, access, risk, or service operations.
• Formally managed people through hiring, development, difficult feedback, and performance decisions.
• Can make defensible tradeoffs among customer commitments, safeguards, service quality, and capacity.
• Led work across teams you do not manage.
• Analytically and technically fluent enough to diagnose workflow failures, evaluate automation, and partner on product and provisioning changes.
• Communicate with precision and empathy.

Nice to have

• 5+ years of management experience

About the company

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity.