Head of Employee Tech & Experience (ETX)

ABOUT THE TEAM

Employee Tech & Experience (ETX) helps people at OpenAI do their most ambitious work. Across Helpdesk, Executive Support, Systems Operations, Logistics and AV, we make technology simple, reliable and secure. Employee needs guide what we build, improve and choose to eliminate.

ABOUT THE ROLE

Reporting to the Head of Global IT, you’ll lead ETX globally, building on the team’s capabilities and customer-zero work to continually advance the employee experience. You’ll shape ETX’s strategy, investment priorities and operating model in partnership with leadership across the company, turning new capabilities into measurable amplification. You’ll develop leaders and strengthen teams where people feel valued, own meaningful work and enjoy working together.

This role is based at our San Francisco headquarters and requires an in-office presence.

IN THIS ROLE, YOU WILL

• Lead the next stage of ETX’s global growth across Helpdesk, SysOps, Logistics and AV, with a shared strategy and accountability for employee outcomes.

• Continually elevate the employee experience through research and design, directing investment to simplify entire user journeys, remove unnecessary effort and amplify what employees can accomplish.

• Accelerate ETX’s agent-led and customer-zero work as capabilities advance: continually challenge which workflows need to exist, extend what agents can own end to end and evolve the operating model to deliver measurable amplification.

• Develop leaders who earn trust, grow others and sustain an environment where people feel valued, take pride in their work and enjoy working together. Give people meaningful ownership and opportunities to stretch and grow, with clear priorities and sustainable workloads.

• Scale global services to support company growth, with clear commitments to reliability, security, responsiveness, and effective controls. Measure performance through employee effort, service quality, and time to resolution.

• Shape priorities and investment with leadership across the company, accelerating execution across functions with accountability for adoption and measurable improvements in how employees work.

• Translate employee friction into lasting improvements in policy, service design, and ownership. Hold ETX accountable for restoring productivity, communicating with empathy, and addressing the underlying causes of recurring failures.

YOU MIGHT THRIVE IN THIS ROLE IF YOU

• Have led global organizations through growth and transformation, with measurable improvements in employee experience and reliability.

• Start with what employees need. Use research and design to challenge assumptions and remove unnecessary work.

• Rethink how the organization works as AI advances, expanding what agents can own and delivering measurable amplification.

• Build leadership teams that help people grow, own meaningful work and enjoy working together.

• Set direction and investment priorities with leadership across the company. Own execution, adoption and lasting results.

THE IMPACT YOU’LL HAVE

You’ll help people at OpenAI do their most ambitious work. You’ll compound the impact of ETX’s agent-led work, turning advances in AI into measurable amplification, giving people back time and making technology simpler and more reliable as we grow. You’ll develop leaders who grow others, sustaining a culture where people feel valued, own meaningful work and enjoy achieving together what once felt out of reach.

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 f

Responsibilities

• Lead the next stage of ETX’s global growth across Helpdesk, SysOps, Logistics and AV, with a shared strategy and accountability for employee outcomes.
• Continually elevate the employee experience through research and design, directing investment to simplify entire user journeys, remove unnecessary effort and amplify what employees can accomplish.
• Accelerate ETX’s agent-led and customer-zero work as capabilities advance: continually challenge which workflows need to exist, extend what agents can own end to end and evolve the operating model to deliver measurable amplification.
• Develop leaders who earn trust, grow others and sustain an environment where people feel valued, take pride in their work and enjoy working together. Give people meaningful ownership and opportunities to stretch and grow, with clear priorities and sustainable workloads.
• Scale global services to support company growth, with clear commitments to reliability, security, responsiveness, and effective controls. Measure performance through employee effort, service quality, and time to resolution.
• Shape priorities and investment with leadership across the company, accelerating execution across functions with accountability for adoption and measurable improvements in how employees work.
• Translate employee friction into lasting improvements in policy, service design, and ownership. Hold ETX accountable for restoring productivity, communicating with empathy, and addressing the underlying causes of recurring failures.

Requirements

• Have led global organizations through growth and transformation, with measurable improvements in employee experience and reliability.
• Start with what employees need. Use research and design to challenge assumptions and remove unnecessary work.
• Rethink how the organization works as AI advances, expanding what agents can own and delivering measurable amplification.
• Build leadership teams that help people grow, own meaningful work and enjoy working together.
• Set direction and investment priorities with leadership across the company. Own execution, adoption and lasting results.