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.