Job Overview
Location
San Francisco
Job Type
Full-time
Category
Operations
Date Posted
June 16, 2026
Full Job Description
đź“‹ Description
- • Lead, Incidents & Escalations, User Operations is a player-coach role responsible for building and running OpenAI's Incidents & Escalations function within User Operations, ensuring exceptional customer experience during high-impact events.
- • Day to day, you will participate in an on-call rotation, serve as active incident lead during live incidents and urgent escalations, own alert intake and triage, coordinate cross-functional responders, manage timelines and communications, lead retrospectives, track corrective actions, identify recurring issues, and improve incident response processes, playbooks, tooling, and automation.
- • You will join OpenAI's User Operations team, which shepherds customer adoption of AI and ensures exceptional product experience, working closely with Sales, Technical Success, Product, Engineering, and others to deliver the best possible experience at scale for customers ranging from startups to global enterprises.
- • In this role, you will learn to operate calmly under pressure, bring structure to ambiguity, communicate clearly across technical and non-technical audiences, improve systems while overseeing day-to-day operations, and build a durable operating model for incidents and escalations as OpenAI scales globally, using AI and automation to enhance triage, routing, summarization, reporting, and knowledge management.
🎯 Requirements
- • 10+ years of experience in incident management, technical support, escalation management, SRE, technical program management, or production operations.
- • 5+ years of hands-on experience working in production, on-call, or high-urgency operational environments.
- • 5+ years of leadership experience, ideally in a Support, Engineering, or similar environment.
- • Direct experience with customer-impacting incidents, executive escalations, safety-sensitive escalations, or high-severity technical issues.
- • Experience with incident management, paging, and alerting tools such as incident.io, PagerDuty, Datadog, Jira, Salesforce, Zendesk, or similar systems.
- • Ability to lead post-incident retrospectives that produce clear root causes, corrective actions, and durable improvements.
🏖️ Benefits
- • Hybrid work model of 3 days in the office per week.
- • Relocation assistance for new employees.
- • Opportunity to work on cutting-edge AI technology with a mission to ensure artificial intelligence benefits all of humanity.
- • Equal opportunity employer committed to diversity, inclusion, and providing reasonable accommodations for applicants with disabilities.
- • Background checks administered in accordance with applicable law, with consideration for qualified applicants with arrest or conviction records consistent with local fair chance ordinances.
Skills & Technologies
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About OpenAI, Inc.
OpenAI is a San Francisco-based artificial intelligence research and deployment company founded in 2015. It develops large-scale AI models such as GPT, DALL-E, and Codex, providing cloud APIs and consumer applications like ChatGPT. Originally established as a non-profit, it later created a capped-profit subsidiary to attract capital while maintaining its mission to ensure artificial general intelligence benefits all of humanity.
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