OpenAI· Trust & Safety· London, UK
Operations Analyst, User Operations (Trust & Safety) - EMEA
Classified Tasks (24)
Automate 0%Augment 67%Human-Only 33%
Augment (16)
AI assists, human decides
Manage sensitive inbound tickets across OpenAI’s product suite.
operational
Manage operational risk workflows end-to-end.
operational
Detect high-impact risks that surface in real-world product usage.
analytical
Conduct risk evaluations and investigations using internal tooling, documentation, and external sources.
analytical
Ensure lessons learned translate into improvements to user experience, policy interpretation, and safety operations.
operational
Design and improve operational workflows including intake, triage, escalation pathways, QA, training, and governance.
operational
Build playbooks, decision trees, knowledge articles, and macros.
operational
Maintain and continuously refine playbooks, decision trees, knowledge articles, and macros based on new learnings.
operational
Identify repetitive work and prioritize automation opportunities.
analytical
Redesign workflows to reduce manual, repetitive tasks and improve scalability.
operational
Prototype automation solutions using AI tools, no-code platforms, or lightweight scripting in partnership with technical counterparts.
technical
Monitor operational health via quality audits, SLA tracking, escalation accuracy, and trend analysis.
analytical
Propose and implement interventions grounded in clear operational metrics.
operational
Contribute to vendor enablement and governance through training, calibration, and process improvements.
communication
Provide vendor training and calibration during transitions or ramp periods.
communication
Strengthen processes, documentation, and automation to enable consistent, high-quality decisions at scale.
operational
Human-Only (8)
Requires human judgment
Manage high-severity escalations related to user safety and risk.
leadership
Assess high-impact risks and determine appropriate mitigation steps.
analytical
Triage and resolve complex, time-critical trust & safety incidents and risk reviews.
operational
Serve as incident manager for sensitive reviews requiring nuanced interpretation and cross-functional coordination.
leadership
Drive issues to resolution alongside teams across the company.
leadership
Partner with Legal, Policy, Product, Engineering, and Support to deliver fast, defensible outcomes.
communication
Turn ambiguous signals into clear, actionable decisions during live incidents.
analytical
Own workstreams end-to-end and measure success through response time, outcome quality, and risk reduction.
leadership
Job description
Operations Analyst, User Operations (Trust & Safety) - EMEA | OpenAI Careers ## Operations Analyst, User Operations (Trust & Safety) - EMEA Trust & Safety - London, UK Apply now(opens in a new window) **About the Team** At OpenAI, our **User Operations** team safeguards our products and users from abuse, fraud, and safety risks. We serve as part of the company’s frontline safety infrastructure—helping ensure real-world user experiences translate into timely, high-integrity decisions and durable improvements. We operate at the intersection of operations, user trust, and risk management, collaborating cross-functionally with partners across Legal, Policy, Engineering, and Product, as well as external vendors. We support a global and diverse user base across OpenAI’s product suite by managing sensitive inbound tickets, high-severity escalations, and operational risk workflows. Our work is grounded in sound judgment, user trust, and a commitment to building reliable systems that scale. **About the Role** We are seeking a sharp, adaptive, and technically capable Operations Analyst to help scale and evolve our user safety and risk operations—focused on complex, time-critical issues where the right decision can materially change outcomes for users and the business. In this role, you’ll sit on the frontline of user safety: detecting and assessing high-impact risks that surface in real-world product usage and driving them to resolution alongside teams across the company. You’ll turn messy, ambiguous signals into clear actions—improving how we respond in the moment while also strengthening the systems (processes, documentation, and automation) that make consistent, high-quality decisions possible at scale. This is a high-autonomy role with visible impact: you’ll own workstreams end-to-end and measure success through faster response, higher quality outcomes, and reduced risk. Location / work model: London (hybrid, 3 days/week in-office). ***Please note:** This role may involve exposure to sensitive or concerning content. Strong discretion, good judgment, and resilience are essential.* **In This Role, You Will** * Triage and resolve complex, high-sensitivity user issues and escalations, including trust & safety incidents and other time-critical risk reviews. * Conduct risk evaluations and investigations using internal tooling, operational documentation, and appropriate external sources when relevant. * Serve as an incident manager for sensitive reviews requiring nuanced interpretation, clear decision-making, and strong cross-functional coordination. * Partner with stakeholders across Legal, Policy, Product, Engineering, and Support to drive fast, defensible outcomes—and ensure lessons learned translate into improvements to user experience, policy interpretation, and safety operations. * Design and improve operational workflows (intake, triage, escalation pathways, QA, training, and governance) with a strong focus on consistency, scalability, and auditability. * Build and maintain playbooks, decision trees, knowledge articles, and macros, and continuously refine them based on new learnings. * Take an automation-first approach: identify repetitive work, redesign the workflow, and prototype automation using AI tools, no-code platforms, or lightweight scripting (in partnership with technical counterparts as needed). * Monitor operational health through quality audits, SLA tracking, escalation accuracy, and trend analysis, and propose interventions grounded in clear metrics. * Contribute to vendor enablement and governance, including training, calibration, and process improvements—especially during transitions or ramp periods. **You Might Thrive in This Role If You** * Have **5+ years** of experience in trust & safety, risk operations, investigations, incident response, or comparable high-judgment operational work in a fast-moving environment. * Are highly technical for an ops role: stro