事件与升级负责人，用户运营
Lead, Incidents & Escalations, User Operations
关于团队
OpenAI的用户运营团队引导我们的客户采用人工智能，并确保客户的整体产品体验无与伦比。我们正在打造首个后AGI支持团队。我们解决复杂问题，提供技术指导，并帮助客户最大化使用我们产品的价值和采用率。我们与销售、技术成功、产品、工程等团队紧密合作，以规模化地为客户提供最佳体验。OpenAI的客户来自各种不同的背景和成熟度，从早期初创公司到成熟的全球企业。
关于职位
我们正在寻找一位实践型的负责人，在用户运营团队中建立并运行OpenAI的事件与升级处理功能。这是一个兼具教练和实际操作的角色，具有重要的实际操作部分。您将制定运营模式，并在需要时亲自参与主动事件和紧急升级处理，协调值班团队，推动明确的责任归属，支持沟通，并确保问题得到解决并在事件后关闭。
在事件发生期间，您将与相关的值班团队以及工程、基础设施、支持交付、产品和市场推广等跨职能响应人员进行协调。您将帮助团队保持一致，维护时间线，明确责任归属，在需要时进行升级，并确保内部、高管、面向客户和外部的沟通准确及时，包括在必要时更新状态页面。
对于升级处理，您将建立并运行跟踪、分类、缓解和解决关键客户和用户问题的流程。在事件和升级处理之后，您将负责后续跟进：回顾、根本原因分析、行动项跟踪、趋势分析以及减少重复问题的流程改进。您还将协助定义支持交付、工程、基础设施及其他跨职能合作伙伴在事件和升级处理方面的长期运营模式。
这个职位适合能够在压力下保持冷静、在模糊环境中带来结构、能清晰地与技术人员和非技术人员沟通，并在监督日常运营的同时改进系统的人选。
该职位位于旧金山。我们采用每周3天在办公室的混合工作模式，并为新员工提供搬迁协助。
在此职位中，您将：
- 参与
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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.
ABOUT THE ROLE
We are looking for a hands-on lead to build and run OpenAI's Incidents & Escalations function within User Operations. This is a player-coach role with a meaningful hands-on operating component. You will set the operating model and also step into active incidents and urgent escalations when needed, coordinating with on-call teams, driving clear ownership, supporting communications, and ensuring issues move through resolution and post-incident closure.
During active incidents, you will coordinate with the relevant on-call teams and cross-functional responders across Engineering, Infrastructure, Support Delivery, Product, and Go-To-Market. You will help keep teams aligned, maintain timelines, clarify ownership, escalate when needed, and ensure internal, executive, customer-facing, and external communications are accurate and timely, including status page updates when required.
For escalations, you will build and run the processes for tracking, triaging, mitigating, and resolving critical customer and user issues. After incidents and escalations, you will own the follow-through: retrospectives, root cause identification, action item tracking, trend analysis, and process improvements that reduce repeat issues over time. You will also help define the long-term operating model for incidents and escalations across Support Delivery, Engineering, Infrastructure, and other cross-functional partners.
This role is ideal for someone who can operate calmly under pressure, bring structure to ambiguity, communicate clearly across technical and non-technical audiences, and improve the system while overseeing day to day operations.
This role is based in San Francisco. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.
IN THIS ROLE, YOU WILL
- 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.
- Set internal guidelines for incident communications to all users, including enterprise customers, and own internal updates, executive briefings, customer-facing updates, and external status page updates where required.
- Maintain situational awareness across all customer-facing incidents and parallel workstreams, ensuring the response remains coordinated and customer impact is understood.
- Create and operate the process for monitoring, processing, mitigating, and resolving critical escalations, including formal closure and handoff.
- Identify root causes behind incidents and escalations, lead retrospectives, and coordinate corrective action with accountable teams.
- Track corrective actions to closure and ensure follow-through is focused on the best possible customer outcome.
- Identify recurring operational issues, escalation patterns, and product or process gaps.
- Partner with Engineering, Infrastructure, Product and Support leaders to stay ahead of customer-facing incidents, reduce repeat issues, and improve readiness.
- Improve incident response processes, severity frameworks, playbooks, tooling, reporting, and automation.
- Build a durable operating model for incidents and escalations as OpenAI scales globally.
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 http://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 https://cdn.openai.com/policies/eeo-policy-statement.pdf.
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.