OpenAI employees have an SOS email for Sam Altman

According to a Fortune report, OpenAI has established an internal system called "friction" that enables employees to flag workplace issues directly to CEO Sam Altman and other top leaders. The system allows employees to report a broad range of problems, from technical glitches and delayed approvals to everyday office concerns. If leadership deems an issue important, it can be escalated to Altman or OpenAI President Greg Brockman.

Employees can reach out via email at friction@openai.com, where their concerns are evaluated by the company's leadership team. Some issues have led to tangible improvements, such as the implementation of a new parking system for those with lengthy commutes and a streamlined process for obtaining API credits.

The concept of the friction system bears resemblance to Amazon's approach under its founder, Jeff Bezos. Bezos permitted customers to email him directly about problems, and if he deemed the issue significant, he would forward it to the appropriate team, prefacing the message with a question mark. These communications, known as "Jeff B escalations," were treated as requiring immediate attention.

The friction system was established by Fidji Simo, who joined OpenAI as CEO of Applications in 2025. Simo conducted a three-month listening tour to gauge employee concerns before assigning Irina Kofman, Vice President of Strategic Initiatives and Operations, to oversee the inbox and ensure critical issues received attention. Despite Simo's departure from OpenAI in July to concentrate on her health and a healthcare startup, the friction process remains operational.