Operations Analyst, User Operations (Trust & Safety) - EMEA

About the Team At OpenAI, our User Operations team safeguards our products and users from abuse, fraud, and safety risks. We serve as part of the company’s frontline safety infrastructure—helping ensure real-world user experiences translate into timely, high-integrity decisions and durable improvements. We operate at the intersection of operations, user trust, and risk management, collaborating cross-functionally with partners across Legal, Policy, Engineering, and Product, as well as external vendors. We support a global and diverse user base across OpenAI’s product suite by managing sensitive inbound tickets, high-severity escalations, and operational risk workflows. Our work is grounded in sound judgment, user trust, and a commitment to building reliable systems that scale. About the Role We are seeking a sharp, adaptive, and technically capable Operations Analyst to help scale and evolve our user safety and risk operations—focused on complex, time-critical issues where the right decision can materially change outcomes for users and the business. In this role, you’ll sit on the frontline of user safety: detecting and assessing high-impact risks that surface in real-world product usage and driving them to resolution alongside teams across the company. You’ll turn messy, ambiguous signals into clear actions—improving how we respond in the moment while also strengthening the systems (processes, documentation, and automation) that make consistent, high-quality decisions possible at scale. This is a high-autonomy role with visible impact: you’ll own workstreams end-to-end and measure success through faster response, higher quality outcomes, and reduced risk. Location / work model: London (hybrid, 3 days/week in-office). Please note: This role may involve exposure to sensitive or concerning content. Strong discretion, good judgment, and resilience are essential. In This Role, You Will Triage and resolve complex, high-sensitivity user issues and escalations, including trust & safety incidents and other time-critical risk reviews. Conduct risk evaluations and investigations using internal tooling, operational documentation, and appropriate external sources when relevant. Serve as an incident manager for sensitive reviews requiring nuanced interpretation, clear decision-making, and strong cross-functional coordination. Partner with stakeholders across Legal, Policy, Product, Engineering, and Support to drive fast, defensible outcomes—and ensure lessons learned translate into improvements to user experience, policy interpretation, and safety operations. Design and improve operational workflows (intake, triage, escalation pathways, QA, training, and governance) with a strong focus on consistency, scalability, and auditability. Build and maintain playbooks, decision trees, knowledge articles, and macros, and continuously refine them based on new learnings. Take an automation-first approach: identify repetitive work, redesign the workflow, and prototype automation using AI tools, no-code platforms, or lightweight scripting (in partnership with technical counterparts as needed). Monitor operational health through quality audits, SLA tracking, escalation accuracy, and trend analysis, and propose interventions grounded in clear metrics. Contribute to vendor enablement and governance, including training, calibration, and process improvements—especially during transitions or ramp periods. You Might Thrive in This Role If You Have 5+ years of experience in trust & safety, risk operations, investigations, incident response, or comparable high-judgment operational work in a fast-moving environment. Are highly technical for an ops role: strong analytical skills (e.g., SQL), comfortable working with data tooling/dashboards, and able to translate insights into operational changes. Can operationalize ambiguous risk signals into structured inputs for classifier/detection development—including taxonomy design, labeling guidance and quality standards, and feedback loops that improve performance over time (in collaboration with technical stakeholders). Operate with high standards and high conviction: you can form clear, defensible points of view, communicate them crisply, and drive decisions to closure. Default to systems thinking: you routinely turn one-off fixes into repeatable processes, and you measure impact (time saved, accuracy improved, risk reduced). Are AI-fluent and know how to apply model/agent tooling in real workflows—while maintaining strong QA discipline and appropriate safeguards. Communicate clearly and effectively—especially in writing—when dealing with sensitive topics and complex tradeoffs. Thrive in ambiguity, manage multiple priorities simultaneously, and stay effective as context changes. Nice to Have Experience building QA programs, calibrations, sampling plans, or standardized review practices for sensitive workflows. Experience working with scaled vendor operations and governance models. Familiarit