Lead, Incidents & Escalations, User Operations

OpenAI
San Francisco
Workplace: HybridFull timeUSD 234,000 - 315,000 annuallyFunction: Administration & Executive AssistanceExperience: 10+ yearsSkills: ["Communication","Leadership","Calm under pressure","Problem-solving"]

Hands-on lead for incidents and escalations within OpenAI's User Operations. Build and run the incidents operating model, coordinate with on-call teams and cross-functional stakeholders, drive timely communications, manage post-incident retrospectives, and shape long-term processes to reduce repeat issues as OpenAI scales.

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FursaFursa
OpenAI
OpenAI
3 months ago

Lead, Incidents & Escalations, User Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Hands-on lead for incidents and escalations within OpenAI's User Operations. Build and run the incidents operating model, coordinate with on-call teams and cross-functional stakeholders, drive timely communications, manage post-incident retrospectives, and shape long-term processes to reduce repeat issues as OpenAI scales.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Manager level

Key Responsibilities

  • •Participate in an on-call rotation and serve as the active incident lead during live incidents and urgent escalations.
  • •Own alert intake and triage process across support, safety, customer, and service-impacting issues.
  • •Assess severity, determine scope and impact, and initiate the appropriate response path.
  • •Page and coordinate Engineering, Infrastructure, Support Delivery, Product, Legal, Policy, Go-To-Market, and other teams as needed.
  • •Lead incident response calls, manage timelines, clarify roles, and keep responders focused and unblocked.

Pay and Benefits

Salary: USD 234,000 - 315,000 annually
Equity and Bonus:Equity
Perks:Relocation

Key Requirements

  • •10+ years of experience in incident management, technical support, escalation management, SRE, technical program management, or production operations.
Experience:10+ yearsAISRETechops
Skills:CommunicationLeadershipCalm under pressureProblem-solving
Tech Stack:Incident.ioPagerDutyDatadogJiraSalesforceZendesk

Company Brief

OpenAI
Develops and deploys advanced generative AI models (including ChatGPT and DALL·E) and AI infrastructure, providing APIs and consumer products to accelerate safe AGI for broad benefit.
Industry: AI & Machine Learning
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Hectocorn (USD 100B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2015
Glassdoor
Glassdoor: 4.4
WebsiteLinkedInGlassdoor