About the company
OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. The Trust, Safety & Risk Operations teams safeguard our products, users, and the company from abuse, fraud, scams, regulatory non-compliance, and other emerging risks.
Responsibilities
- Handle and resolve high-priority cases across all harm and risk areas, ensuring timely and appropriate resolution in line with policy and legal requirements.
- Operate across multiple systems and tools to manage user reports and tickets, internal escalations, and other high priority investigations.
- Act as incident manager for escalations requiring nuanced policy, legal, or regulatory interpretation.
- Identify and implement process improvements and automation opportunities to increase efficiency, accuracy, and coverage.
- Conduct quality reviews and provide feedback to improve consistency across global teams.
- Analyze trends and generate insights from escalation and case data to inform policy, product, model behavior, or detection improvements.
- Maintain exceptional accuracy, judgment, and composure under pressure when handling sensitive or time-critical situations.
- Participate in 24/7 on-call rotation, including off-hours and weekend coverage as needed.
Requirements
- 5+ years of experience in trust & safety, content moderation, investigations, fraud, or developer risk operations.
- Experience working in incident response, law enforcement response, or escalations management.
- Leverage OpenAI technology to enhance workflows, improve decision-making, and scale operational impact.
- Deep domain expertise in your specialization area and familiarity with relevant legal, policy, and technical frameworks.
- Track record of scaling operations, building processes, and working cross-functionally to improve performance and safety outcomes.
- Exceptional analytical skills able to detect patterns, assess risk, and recommend policy or product changes based on evidence.
- Communicate with clarity, empathy, and precision especially in sensitive user-facing contexts.
- Thrive in ambiguous, high-autonomy environments and balance speed with diligence.
- Comfortable with frequent context switching, managing multiple projects, and prioritizing impact.
Conditions
- This role is part of a 24/7 global operation team and will be expected to work a standard 5x8 work week, which includes covering the weekend shift each week (e.g., work weeks covering Saturday - Wednesday)
- We use a hybrid work model of 3 days in the Singapore office per week and offer relocation assistance to new employees.
- Please note: This role may involve exposure to sensitive content, including material that is sexual, violent, or otherwise disturbing.