OpenAI has introduced an unusual internal mechanism for employees to flag workplace problems that they believe are slowing down work: a dedicated email address, friction@openai.com.
According to a report by Fortune, employees can use the inbox to highlight faulty systems, cumbersome processes, operational bottlenecks and even routine workplace issues. Submissions are reviewed by OpenAI’s leadership team, with issues considered significant enough potentially bypassing normal processes and reaching senior executives, including CEO Sam Altman or President Greg Brockman.
The initiative is designed to help the company identify and remove bureaucracy as it scales, but it has also created a new challenge for teams on the receiving end of escalations.
Employees can flag anything they believe is creating unnecessary friction in their work. Reported issues have ranged from technical problems and difficulties with internal processes to more mundane concerns, such as crowded parking facilities and inadequate IT vending machines.
Not every complaint automatically receives priority. Leadership reviews the submissions and determines which issues warrant intervention. When a complaint receives backing from Altman or Brockman, the team responsible for addressing it may be expected to respond immediately, according to Fortune.
The friction inbox had existed before, but its use reportedly gained momentum after Fidji Simo joined OpenAI as CEO of Applications in 2025. The company also introduced monthly updates on Slack to share progress on issues raised through the channel.
Simo stepped down from her full-time executive role in July 2026 because of ongoing health problems and moved into a part-time advisory position. The friction inbox and company-wide updates have continued, according to the report.
The friction system comes as OpenAI continues to expand its workforce and operations. The company reportedly planned to increase its headcount from around 4,500 to 8,000 by the end of 2026, according to the Financial Times, although Reuters reported that it could not independently verify the plan at the time.
