Lead, Incidents & Escalations, User Operations

About the Team

OpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering and others, to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.

You Might Thrive In This Role If You

• Have 8+ years of experience in incident management, technical support, escalation management, SRE, technical program management, or production operations.
• Have 5+ years of hands-on experience working in production, on-call, or high-urgency operational environments.
• Have 4+ years of leadership experience, ideally in a Support, Engineering, or similar environment.
• Are comfortable acting as Incident Commander, owning coordination, decision-making, communication, and accountability during live incidents.
• Have direct experience with customer-impacting incidents, executive escalations, safety-sensitive escalations, or high-severity technical issues.
• Can communicate clearly under pressure with engineers, support teams, executives, customer-facing teams, and external stakeholders.
• Have hands-on experience with incident communications, including internal updates, executive briefings, customer updates, and status pages.
• Are experienced with incident management, paging, and alerting tools such as incident.io, PagerDuty, Datadog, Jira, Salesforce, Zendesk, or similar systems.
• Understand monitoring and observability well enough to reason about alerts, system health, customer impact, and incident scope.
• Can lead post-incident retrospectives that produce clear root causes, corrective actions, and durable improvements.
• Drive action items to closure and hold teams accountable without creating unnecessary process drag.
• Are highly organized, calm, and structured in ambiguous or high-pressure situations.
• Can balance hands-on incident execution with longer-term systems building.
• Are excited to use AI and automation to improve triage, routing, summarization, reporting, knowledge management, and incident follow-through.

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.

For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.

Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.

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At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.