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Lead, Incidents & Escalations, User Operations

About the TeamOpenAI’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. We resolve complex

Company

OpenAI

Location

San Francisco

Status

Open

Posted

2026-06-15T21:28:14.267+00:00

OpenAI is hiring a Lead for Incidents & Escalations in User Operations. The hands-on player-coach role involves setting the operating model while acting as incident commander during live incidents, coordinating cross-functional responders, managing escalations, leading retrospectives, tracking corrective actions, and improving processes. The posting asks for 8+ years in incident management, technical support, escalation management, SRE, technical program management, or production operations; 5+ years in on-call or high-urgency environments; and 4+ years of leadership. The role is based in San Francisco and uses hybrid work.