Senior Operator (AI)

Location: San Francisco, United States; hybrid

Salary: $189,000–$280,000 annual base pay, plus equity and potential performance-related bonuses.

Company

OpenAI is an AI research and deployment company developing and safely deploying general-purpose artificial intelligence products.

What you will do

• Own the operational workflow for an assigned Trusted Access program from application through confirmed access and subsequent changes.
• Investigate complex eligibility, onboarding, and access cases; reconcile records and escalate exceptions to authorized decision-makers.
• Drive customer and account-team escalations to resolution, clarify blockers, coordinate handoffs, and confirm usable access.
• Turn recurring case patterns into product, automation, self-service, support-process, and partner-enablement improvements with Product, Engineering, and customer-facing teams.
• Create support playbooks, help-center content, training, quality checks, documentation, and qualified backup coverage for frontline and outsourced support teams.
• Use operational data to diagnose delays, rework, and decision errors, and develop AI-assisted workflows with appropriate checks, human review, and fallback paths.

Requirements

• Independent experience owning and improving customer support, onboarding, access, risk, or product-operations workflows in a complex service environment.
• Demonstrated durable improvements delivered through product changes, self-service, automation, or partner enablement, with evidence of adoption and improved customer outcomes.
• Sound judgment when records conflict, requirements are unclear, or customers need urgent help; ability to distinguish supported evidence from matters requiring authorized decisions.
• Ability to investigate across customer, account, approval, and access systems and translate operational problems into clear technical requirements.
• Ability to use operational data to identify root causes, prioritize work, and evaluate service improvements.
• Clear and empathetic communication under pressure, including explaining difficult access decisions or unresolved blockers without unsupported commitments.
• Ability to build trust across teams without direct management authority and follow improvements through to reliable day-to-day operation.

Culture & Benefits

• Hybrid work in San Francisco with daily office meals and eligible meal-delivery credits.
• Medical, dental, and vision insurance, employer contributions to Health Savings Accounts, FSA options, and a 401(k) with employer match.
• Paid parental, medical, caregiver, sick, and safe leave; flexible PTO for exempt employees or up to 15 annual PTO days for non-exempt employees; plus paid holidays and company office closures.
• Mental health and wellness support, employer-paid basic life and disability coverage, and an annual learning and development stipend.
• Relocation support is available for eligible employees. The role is at-will.