User Safety & Risk Operations Analyst, Global Response

About the Team

At OpenAI, our Trust & Safety operations are central to protecting OpenAI’s platform and users from abuse. We serve a diverse customer base, ranging from individual users and early-stage startups to global enterprises, across ChatGPT and our API (and beyond!). Operating within our Support organization, our team works closely with Product, Engineering, Legal, Policy, Go To Market and Operations teams to ensure we're delivering the best possible experience to our users at scale while keeping OpenAI and users safe.

About the Role

We are looking for experienced Trust & Safety Analysts to collaborate closely with internal teams to ensure safety and compliance on OpenAI platforms. You will be a stakeholder in the design and implementation of policies, processes, and automated systems to take action against bad actors and minimize abuse at scale, handle high risk & high visibility customer cases with care, and build feedback loops to improve our trust & safety policies and detection systems. Ideally, you have worked in a high-paced startup environment, have handled a breadth of integrity related issues of varying sensitivity and complexity, and are comfortable with building processes and systems from zero to one.

This is a 24/7 global operation that requires flexibility to work rotating shifts, including nights, weekends, and holidays, as part of an on-call coverage model.

Please note: This role may involve handling sensitive content, including material that may be highly confidential, sexual, violent, or otherwise disturbing.

This role is based in Dublin, Ireland. 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:

- Work directly with customers to resolve complex trust and safety, usage policy, and compliance issues, working with account teams as needed

- Partner with Product, Engineering, Legal, Operations, and Vendor teams to develop, implement, and scale new processes, tooling, and automation strategies

- Build, launch, and scale operational processes for human-in-the-loop labeling, user reporting and content moderation, customer appeals, escalations, and more

- Perform risk evaluations and investigations by reviewing documentation, internal data, and 3rd party data in order to identify new abuse trends

- Analyze data to identify user trends and build feedback loops to drive improvements with product, engineering, policy, and other ops teams

- Serve as an incident manager for high complexity cases, acting as a nexus between our product, compliance, legal, ops, and customer-facing teams

- Equip other teams with best-in-class training, playbooks, and workflows—and bring about a deep technical understanding of our trust and safety systems and users’ needs

- Develop a deep understanding of our usage policies and content integrity issues and how they affect users across all our products and educate our clients on our policies - bring