The opportunity
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.
What you'll do
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.
What they're looking for
- 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.
