Anthropic is seeking a Program Manager to lead the new Community & Executive Escalations pillar within its Operations organization. The role involves monitoring public social channels, triaging escalations, managing incidents, coordinating cross‑functional partners, documenting post‑incident reports, refining playbooks, and analyzing patterns to protect the company’s reputation. Candidates should have over six years of frontline operations experience, a proven track record in incident management, strong judgment and written communication skills, the ability to influence stakeholders without authority, familiarity with social listening tools, a pattern‑detection mindset, and a passion for safeguarding Anthropic’s brand in an era of heightened public scrutiny.
Community & Executive Escalations Program Manager at Anthropic
Hybrid - San Francisco, CA, USA
More jobs at AnthropicSalary
USD 210,000 - 260,000
Requirements
Skills
- 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
- Direct, hands‑on experience running incidents or escalations: paging on‑call, coordinating partners, and writing the post‑mortem
- Excellent judgment under pressure
- Sharp written communication—brief a senior leader in three sentences and document an incident so the next responder can pick it up cold
- 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
- Pattern‑detection mindset—spot the second‑order issue beneath the first‑order complaint and surface it to the right people
- Comfort with ambiguity and a bias toward action; this team is brand new and will help define what good looks like as you operate
- Excitement about protecting Anthropic's reputation and relationships at a moment when public attention on AI has never been higher
- Bachelor’s degree or an equivalent combination of education, training, and/or experience
Responsibilities
- Own incidents and executive escalations end‑to‑end during your coverage hours
- Actively monitor public social channels for brand mentions, surfacing potential escalations and triaging them against defined criteria
- Communicate crisply with internal stakeholders: brief executives on live situations, give Comms partners the facts they need, and keep incident channels useful and current
- 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
- Help iterate on the team's playbooks, response templates, escalation criteria, and SOPs based on what you learn running real cases
- Spot patterns across escalations and surface them to the right partners (e.g., recurring product bugs masquerading as one‑off complaints, messaging gaps that drive avoidable user frustration)
Technologies
Social listening tooling
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