Community & Executive Escalations Program Manager at Anthropic

Hybrid - San Francisco, CA | New York City, NY

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Anthropic is looking for an experienced Program Manager to build and lead a new pillar of its Operations organization, focused on Community & Executive Escalations. The role will monitor public conversations, triage escalations, manage incidents, coordinate with cross‑functional partners, and continuously improve playbooks. Based in San Francisco with hybrid flexibility, the position offers competitive compensation, benefits, and opportunities to shape a brand‑new function.

Salary

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: channel paging on‑call, coordinating partners, and writing post‑mortem
  • Excellent judgment under pressure
  • Sharp written communication
  • Comfort coordinating across functions in real time and influencing partners without positional authority
  • Familiarity with social listening tooling
  • Pattern‑detection mindset
  • Comfort with ambiguity and a bias toward action
  • Excitement about protecting Anthropic's reputation and relationships
  • 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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