# Trusted Access Lead, Critical Harm Operations

**Company**: OpenAI
**Location**: San Francisco, California
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $252K - $335K
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q124605186

**Apply**: https://jobs.ashbyhq.com/openai/500c16b5-26ca-46be-9280-abbfff3b5c2b?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_3cfadb30-42e

## Description

## Job Overview

We're looking for a senior operations leader to own the Trusted Access operating strategy and lead a team of risk-operations specialists. You will set priorities across programs, build a reliable customer access service, and hire, manage, and develop your direct reports. This role combines program ownership with formal people management.

## Responsibilities

- Own the operating strategy and roadmap across Trusted Access programs, translating customer needs and organizational priorities into clear service commitments, ownership, and investment decisions.

- Build a coherent customer journey from application and eligibility review through approval, provisioning coordination, and confirmed access, including appeals and subsequent access changes.

- Hire, coach, and develop your team. Set expectations, delegate meaningful ownership, give direct feedback, address performance gaps, and build the capabilities needed as programs grow.

- Make capacity and prioritization decisions across urgent customer needs, launch readiness, and lasting improvements.

- Lead consequential customer escalations, bringing incomplete or conflicting evidence into a clear decision process.

- Turn support patterns into a prioritized roadmap with Product and Engineering: improve onboarding, provisioning workflows, tooling, self-service, and AI-assisted operations.

- Establish measures of service health and decision quality.

- Prepare new programs and customer channels for launch and scale.

## Requirements

- Have built and run complex customer support, onboarding, access, risk, or service operations, with measurable improvements beyond handling more volume.

- Have formally managed people through hiring, development, difficult feedback, and performance decisions, and can show how your leadership increased the team's capability and ownership.

- Can make defensible tradeoffs among customer commitments, safeguards, service quality, and capacity, even when stakeholders disagree or the evidence is incomplete.

- Have led work across teams you do not manage, resolving ownership gaps and negotiating commitments that hold up in execution.

- Are analytically and technically fluent enough to diagnose workflow failures, evaluate automation, and partner effectively on product and provisioning changes.

- Communicate with precision and empathy, from explaining an access blocker to a customer to presenting a difficult investment decision to leadership.

## Benefits

OpenAI offers a range of benefits, but specifics are not provided in the job posting.

## Skills

### Required
- operations management
- leadership
- communication
- analytical skills
- technical fluency

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/openai/500c16b5-26ca-46be-9280-abbfff3b5c2b?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)