Trusted Access Operations Lead

OpenAI•San Francisco, CA

3d•$252,000 - $335,000

About The Position

The Trusted Access Operations Lead owns the operating strategy for Trusted Access and leads a team of risk-operations specialists. The role sets priorities across programs, builds a reliable customer access service, and hires, manages, and develops direct reports. It combines program ownership and formal people management with cross-functional coordination among technical support, regional escalation leaders, Product, Engineering, and customer-facing teams. The lead is responsible for a coherent customer journey spanning application and eligibility review, approval, provisioning coordination, confirmed access, appeals, and later access changes. The role handles consequential escalations, establishes service commitments and decision standards, and uses service-health and decision-quality measures to guide priorities. It also turns support patterns into improvements to onboarding, workflows, tooling, self-service, and AI-assisted operations, and prepares new programs and customer channels for launch and scale. Success means customers reach appropriate access outcomes with clear communication, teams make consistent decisions, and the service scales with fewer avoidable escalations and less manual work.

Requirements

Experience building and running complex customer support, onboarding, access, risk, or service operations, with measurable improvements beyond handling more volume.
Formal people-management experience, including hiring, development, difficult feedback, and performance decisions, with demonstrated impact on team capability and ownership.
Ability to make defensible tradeoffs among customer commitments, safeguards, service quality, and capacity when stakeholders disagree or evidence is incomplete.
Experience leading work across teams not directly managed, resolving ownership gaps, and negotiating commitments that hold up in execution.
Analytical and technical fluency sufficient to diagnose workflow failures, evaluate automation, and partner on product and provisioning changes.
Precise and empathetic communication with customers and leadership.

Nice To Haves

5+ years of management experience.

Responsibilities

Own the operating strategy and roadmap across Trusted Access programs, translating customer needs and organizational priorities into service commitments, ownership, and investment decisions.
Build a coherent customer journey from application and eligibility review through approval, provisioning coordination, and confirmed access, including appeals and subsequent access changes.
Establish clear handoffs and route exceptions to authorized decision-makers.
Hire, coach, and develop the team; set expectations, delegate ownership, give feedback, address performance gaps, and build capabilities as programs grow.
Make capacity and prioritization decisions across urgent customer needs, launch readiness, and lasting improvements.
Coordinate regional coverage, vendor support, and backup with partner teams while protecting time to eliminate recurring work.
Lead consequential customer escalations, clarify decisions from incomplete or conflicting evidence, align owners on next actions, and ensure accurate customer updates and resolution.
Work with Product and Engineering to prioritize improvements to onboarding, provisioning workflows, tooling, self-service, and AI-assisted operations, and validate changes before expanding them.
Establish measures of service health and decision quality; investigate persistent delays and use evidence to change priorities.
Prepare new programs and customer channels for launch and scale by aligning support responsibilities, review standards, customer guidance, and technical dependencies, and clarifying readiness gaps and tradeoffs to leadership.