Trust and Safety Leader

About the Team

At OpenAI, our Fraud & Risk / Trust & Safety operations are central to protecting OpenAI’s platform and users from abuse. We serve a diverse customer base, ranging from individual users and early-stage startups to global enterprises, across ChatGPT and our API (and beyond!). Operating within our Support organization, our team works closely with Product, Engineering, Legal, Policy, Go To Market and Operations teams to ensure we're delivering the best possible experience to our users at scale while keeping OpenAI and users safe. 

About the Role

We are looking for an experienced Trust and Safety Leader to build operations, teams, and programs with other internal teams to ensure safety and compliance on OpenAI platforms. Working within the Support organization you will be a leader in the design and implementation of systems to take action against bad actors and minimize abuse at scale, as well as the inbound appeals and customer flows associated with this space. You will build a team of experts in Fraud, Risk, and Safety systems to handle high risk & high visibility customer cases with care, work with enterprise account teams to manage sensitive issues for high priority customers, and build feedback loops to improve our fraud investigations/detection policies and systems. You will play an integral role in building expertise within the team and be part of strategic initiatives for organizational and process improvements. Ideally, you have worked in a high pace startup environment, handled a breadth of fraud and risk related issues of varying sensitivity and complexity, and are comfortable with handling deep fraud and risk craft-related issues as well as working directly with stakeholders in these issues (internal and external). 

Please note: This role may involve handling sensitive content, including material that may be highly confidential, sexual, violent, or otherwise disturbing.

This role is based in San Francisco, CA. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.

In this role, you will:

• Lead, influence, and own strategy, outcomes, and execution for the Fraud & Risk Operations team.

• Manage operations, teams, and programs related to identifying, preventing, and mitigating the exploitation or abuse of the OpenAI platform and products by bad actors.

• Partner with Product, Legal, Safety, Account Management, Operations, and Vendor teams to set roadmaps, operationalize, and scale solutions to complex risk, fraud, financial, compliance, and trust and safety issues.

• Build systems and tooling, and identify opportunities to gain efficiency and automate risk evaluations and investigations.

• Review operational processes and systems and build feedback loops to drive improvements with other product and ops teams

• Represent and advocate for customer needs with product development teams, policy, legal, design, and engineering teams within OpenAI.

• Equip other teams with best-in-class training, playbooks, and workflows—and bring about a deep technical understanding of our fraud and risk systems and users’ needs.

• Be a fraud and risk expert across all our products and educate our clients on our policies - bring judgment and policy expertise to bear

• Be an escalation point for particularly sensitive situations within the organization
  

You might thrive in this role if you:

• Are comfortable with building. Technical skills are definitely a plus in this role.

• Have 10+ years of experience, with management or leadership experience and a demonstrated passion for risk evaluation, fraud detection / investigation, trust & safety, legal operations, or other similar teams.

• Have experience scaling and building high-performing operational teams, including people, processes, program, and tooling.

• Are a strong leader, influencer, motivator, and decision-maker with demonstrated ability to work effectively with people at all levels and across cross-functional internal teams and outsourced teams.

• Bring excellent problem-solving skills and the ability to analyze qualitative and quantitative data to formulate actionable insights and communicate information in a structured, logical manner.

• Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.

• Operate with high horsepower, are adept at frequent context switching and working on multiple projects at once with expansive ownership, and ruthlessly prioritize.

• Enjoy working directly with customers as much as you enjoy the field of fraud & risk

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity. 

We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status. 

For US Based Candidates: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.

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At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.