Operations Analyst, User Operations (Trust & Safety) - EMEA

📋 Description

• • As an Operations Analyst within OpenAI's User Operations team, you will be at the forefront of safeguarding our products and users from a spectrum of risks including abuse, fraud, and safety threats. This critical role places you within the company’s essential safety infrastructure, ensuring that real-world user interactions are translated into prompt, high-integrity decisions and contribute to lasting improvements in our systems.
• • You will operate at the dynamic intersection of operational execution, user trust, and proactive risk management. This involves close collaboration with a diverse range of internal stakeholders, including Legal, Policy, Engineering, and Product teams, as well as external vendor partners, to address complex challenges.
• • The User Operations team is dedicated to supporting a global and diverse user base across OpenAI’s comprehensive product suite. Your responsibilities will encompass managing sensitive inbound support tickets, handling high-severity escalations, and executing intricate operational risk workflows.
• • Your work will be fundamentally grounded in sound judgment, an unwavering commitment to user trust, and a dedication to building and refining reliable systems that are designed to scale effectively with our growing user base and product offerings.
• • We are seeking a candidate who is sharp, highly adaptive, and possesses strong technical acumen. This individual will play a pivotal role in scaling and evolving our user safety and risk operations, with a particular focus on complex, time-critical issues where precise decision-making can significantly influence outcomes for both our users and the business.
• • In this high-autonomy role, you will be positioned on the frontline of user safety, tasked with detecting and assessing high-impact risks that emerge from real-world product usage. You will be responsible for driving these issues to resolution in close partnership with various teams across the company.
• • A key aspect of this role involves transforming ambiguous and often messy signals into clear, actionable insights and interventions. This dual focus ensures that we not only improve our immediate response capabilities but also strengthen the underlying systems—including processes, documentation, and automation—that enable consistent, high-quality decision-making at scale.
• • Your success will be measured by tangible improvements such as faster response times, higher quality outcomes in issue resolution, and a demonstrable reduction in operational risk.
• • You will be responsible for triaging and resolving complex, high-sensitivity user issues and escalations. This includes managing trust and safety incidents and conducting other time-critical risk reviews that demand meticulous attention and swift action.
• • Conducting thorough risk evaluations and investigations will be a core duty, utilizing a suite of internal tools, comprehensive operational documentation, and relevant external sources when necessary to gather critical information.
• • You will serve as an incident manager for sensitive reviews, requiring nuanced interpretation of complex situations, decisive decision-making, and robust cross-functional coordination to ensure effective and timely resolution.
• • A significant part of your role will involve partnering closely with stakeholders across Legal, Policy, Product, Engineering, and Support teams. The goal is to drive fast, defensible outcomes and to ensure that lessons learned from incidents are systematically translated into improvements in user experience, policy interpretation, and overall safety operations.
• • You will be instrumental in designing and enhancing operational workflows. This includes optimizing intake processes, triage mechanisms, escalation pathways, quality assurance procedures, training programs, and governance frameworks, with a constant focus on consistency, scalability, and auditability.
• • Building and maintaining essential resources such as playbooks, decision trees, knowledge articles, and macros will be a key responsibility. These resources will require continuous refinement based on new learnings and evolving operational needs.
• • Embracing an automation-first mindset, you will identify repetitive tasks, redesign workflows to incorporate automation, and prototype solutions using AI tools, no-code platforms, or lightweight scripting, collaborating with technical counterparts as needed.
• • Monitoring the health of our operations through rigorous quality audits, Service Level Agreement (SLA) tracking, escalation accuracy assessments, and trend analysis will be crucial. You will be expected to propose data-driven interventions based on these metrics.
• • Contributing to vendor enablement and governance will also be part of your remit, including providing training, facilitating calibration sessions, and driving process improvements, particularly during periods of transition or when onboarding new vendor teams.
• • This role is based in London and operates on a hybrid model, requiring 3 days per week in the office.
• • Please note: This role may involve exposure to sensitive or concerning content. Strong discretion, excellent judgment, and resilience are essential qualities for success.