Lead, Incidents & Escalations, User Operations
Core
Lead the Incidents & Escalations function for OpenAI's User Operations team, managing live incidents, coordinating cross-functional responses, and building long-term operating models to ensure exceptional customer product experiences.
Role type
Senior IC Lead, Incident Management & Escalations
Builds
Durable operating models for incidents and escalations across Support Delivery, Engineering, and Infrastructure
Domain
AI product operations, high-availability support, enterprise customer success
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
incident command, cross-functional coordination, root cause analysis, process improvement, severity assessment, stakeholder communication, on-call management, post-incident retrospectives, tooling automation
Preferred skills
AI/automation usage, safety-sensitive escalation handling, executive briefing, status page management, observability reasoning
Technologies
incident.io, PagerDuty, Datadog, Jira, Salesforce, Zendesk
Responsibilities
Participate in on-call rotation and lead live incidents; own alert intake and triage; coordinate Engineering, Infrastructure, Legal, and GTM teams; lead incident response calls and manage timelines; set guidelines for internal and external incident communications; create processes for monitoring and resolving critical escalations; identify root causes and lead retrospectives; track corrective actions to closure; improve incident response processes and playbooks; build a durable operating model for global scaling.
Seniority
Senior, hands-on IC with leadership scope
