# Lead, Incidents & Escalations, User Operations

**Company**: OpenAI
**Location**: San Francisco, CA
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: Full time
**Salary**: $234K - $315K
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q124605186

**Apply**: https://jobs.ashbyhq.com/openai/b0729478-f363-498e-a088-b659c40d4580?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_bed09421-6ea

## Description

We are looking for a hands-on lead to build and run OpenAI's Incidents & Escalations function within User Operations. This is a player-coach role with a meaningful hands-on operating component. You will set the operating model and also step into active incidents and urgent escalations when needed, coordinating with on-call teams, driving clear ownership, supporting communications, and ensuring issues move through resolution and post-incident closure.

During active incidents, you will coordinate with the relevant on-call teams and cross-functional responders across Engineering, Infrastructure, Support Delivery, Product, and Go-To-Market. You will help keep teams aligned, maintain timelines, clarify ownership, escalate when needed, and ensure internal, executive, customer-facing, and external communications are accurate and timely, including status page updates when required.

For escalations, you will build and run the processes for tracking, triaging, mitigating, and resolving critical customer and user issues. After incidents and escalations, you will own the follow-through: retrospectives, root cause identification, action item tracking, trend analysis, and process improvements that reduce repeat issues over time. You will also help define the long-term operating model for incidents and escalations across Support Delivery, Engineering, Infrastructure, and other cross-functional partners.

This role is ideal for someone who can operate calmly under pressure, bring structure to ambiguity, communicate clearly across technical and non-technical audiences, and improve the system while overseeing day to day operations.

The base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. If the role is non-exempt, overtime pay will be provided consistent with applicable laws. In addition to the salary range listed above, total compensation also includes generous equity, performance-related bonus(es) for eligible employees, and the following benefits:

- Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts

- Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)

- 401(k) retirement plan with employer match

- Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)

- Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees

- 13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time (1 hour per 30 hours worked, or more, as required by applicable state or local law)

- Mental health and wellness support

- Employer-paid basic life and disability coverage

- Annual learning and development stipend to fuel your professional growth

- Daily meals in our offices, and meal delivery credits as eligible

- Relocation support for eligible employees

- Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided.

This role is at-will and OpenAI reserves the right to modify base pay and other compensation components at any time based on individual performance, team or company results, or market conditions.

## Skills

### Required
- incident management
- technical support
- escalation management
- SRE
- technical program management
- production operations

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/openai/b0729478-f363-498e-a088-b659c40d4580?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)