Trusted Access Specialist, Critical Harm Operations

The role

You will own and improve the customer access workflow for an assigned Trusted Access program. You will investigate complex eligibility cases and drive customer and account-team escalations to resolution.

What you will do

• Own the operational workflow for an assigned Trusted Access program.
• Identify where customers get stuck and prioritize improvements.
• Investigate complex eligibility, onboarding, and access cases.
• Drive customer and account-team escalations through resolution.
• Turn recurring case patterns into product and process changes.
• Build guidance including support playbooks, help-center content, training, and quality checks.
• Use data to diagnose delays, rework, and decision errors.
• Develop and validate AI-assisted workflows and automation with technical partners.
• Maintain clear documentation and qualified backup across programs.

Required qualifications

• Have independently owned and improved customer support, onboarding, access, risk, or product-operations workflows in a complex service environment.
• Can show durable improvements delivered through product changes, self-service, automation, or partner enablement.
• Exercise sound judgment when records conflict, requirements are unclear, or customers need urgent help.
• Are comfortable investigating across customer, account, approval, and access systems.
• Can translate operational problems into clear requirements for technical partners.
• Use operational data to identify root causes, prioritize work, and evaluate service improvements.
• Communicate with clarity and empathy under pressure.
• Build trust across teams you do not manage.

About the company

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. They seek to safely deploy AI through their products.