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OpenAI's User Safety & Risk Operations (USRO) team is seeking a Senior Program Manager to build the safety and risk operating model for a new category of consumer devices. This is a foundational role where you will define how safety incidents, critical escalations, privacy-sensitive reports, fraud, ownership disputes, and emerging device risks are identified, investigated, escalated, resolved, and learned from.
You will take complex, unstructured problems and create the right operational structure, aligning technical and operational partners to drive work through launch and early operations. Key responsibilities include: defining intake processes, severity criteria, decision rights, and escalation paths for high-risk cases; translating product, engineering, legal, privacy, and policy constraints into executable workflows and playbooks; building launch-readiness plans with training, quality controls, and monitoring; coordinating across Product, Hardware/Software Engineering, Legal, Privacy, Support, and vendor teams; using operational data and telemetry to identify patterns and recommend actions; driving critical escalations to closure with clear ownership and documented decisions; creating program management infrastructure (roadmaps, decision logs, risk registers, operating reviews); and identifying opportunities for AI tools and automation to improve speed and consistency.
The ideal candidate has 8+ years in program management, strategy and operations, product operations, technical program management, trust and safety, risk operations, or incident operations. You should be technically fluent enough to reason about data flows, telemetry, dashboards, and automation without writing production code. You excel at taking ambiguous work from problem framing through scaled operation, creating clarity across many moving pieces, and making sound judgments in high-severity situations with incomplete information. You build trust and drive alignment across teams without direct authority, communicate clearly with technical and executive audiences, and operate calmly in fast-moving environments while learning new domains quickly.
Nice-to-have experience includes consumer hardware, connected devices, IoT, wearables, robotics, device launches, product quality, field incidents, warranty/returns, fraud investigation, reverse logistics, vendor operations, and quality-assurance programs. The role is based in San Francisco with a hybrid work model (3 days/week in-office) and may involve exposure to sensitive material requiring strong discretion and resilience.
