Community & Executive Escalations Program Manager

Join Anthropic, a leading AI safety and research company, as a Community & Executive Escalations Program Manager. In this role, you will be responsible for monitoring public conversations, triaging incoming escalations, managing incidents, and running them to resolution alongside cross-functional partners. You will help establish the function from scratch and operate it on a day-to-day basis. The ideal candidate will have experience in community operations, trust & safety operations, escalations, or customer support escalations, and possess excellent written communication skills, judgment under pressure, and a bias toward action.

• Actively monitor public social channels for brand mentions, surfacing potential escalations and triaging them against defined criteria.
• Own incidents and executive escalations end-to-end during your coverage hours, coordinating with cross-functional partners to run them to resolution.
• Write clear post-incident reports that capture what happened, what we did, and what should change—so the next escalation is easier than the last.
• The ideal candidate combines calm-under-fire judgment with sharp written communication and a bias toward action
• Sharp written communication—you can brief a senior leader in three sentences and document an incident so the next responder can pick it up cold
• Direct, hands-on experience running incidents or escalations: you've been the person in the channel paging on-call, coordinating the partners, and writing the post-mortem
• A pattern-detection mindset—you spot the second-order issue beneath the first-order complaint and surface it to the right people
• Excitement about protecting Anthropic's reputation and relationships at a moment when public attention on AI has never been higher
• Excellent judgment under pressure
• Comfort with ambiguity and a bias toward action; this team is brand new and you'll be helping define what good looks like as you operate
• Comfort coordinating across functions in real time and influencing partners without positional authority
• Familiarity with social listening tooling and an instinct for how issues spread across public social platforms
• 6+ years of experience in community operations, trust & safety operations, escalations, customer support escalations, or a related front-line operations role—ideally at a consumer or developer platform
• We encourage you to apply even if you do not believe you meet every single qualification