Social Escalations Program Manager na Anthropic

Híbrido - San Francisco, CA; New York City, NY; Seattle, WA

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We're seeking an experienced Social Escalations Program Manager to be a founding member of a new pillar of our Operations organization: Community & Executive Escalations. This role is the front line of how Anthropic protects its reputation when high‑stakes user issues surface on public social platforms. You'll help stand up the function from scratch and operate it day‑to‑day. You'll actively monitor brand and product conversations, triage emerging issues, and own social escalations end‑to‑end. During live escalations, you'll build real‑time social reports that turn data into actionable recommendations to resolve issues quickly and reduce reputational risk.

Salary

USD 210,000 - 260,000

Requirements

Skills

  • 6+ years of experience in social analytics, escalations management, customer support, or a related front‑line operations role—ideally at a consumer or developer platform
  • Deep knowledge of the social landscape and hands‑on experience using social listening tools (query writing, alert design, API pipelines, report building)
  • Excellent judgment under pressure
  • Sharp written communication
  • Comfort coordinating across functions in real time and influencing partners without positional authority
  • Pattern‑detection mindset
  • Comfort with ambiguity and bias toward action
  • Excitement about protecting Anthropic's reputation
  • Bachelor’s degree or an equivalent combination of education, training, and/or experience

Responsibilities

  • Build the team's playbooks, escalation criteria, tooling solutions, and SOPs to successfully manage social escalations
  • Actively monitor public social channels for brand mentions, surfacing potential escalations and triaging them against defined criteria
  • Own social escalations end‑to‑end during your coverage hours
  • Communicate crisply with internal stakeholders, briefing executives on live situations, providing Comms partners with necessary facts, and keeping incident channels useful and current
  • Build social reports in real time, using data to drive actionable recommendations that quickly and effectively resolve live incidents and reduce reputational risk
  • Write clear post‑escalation reports that capture what happened, what was done, 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 learnings from real cases

Technologies

social listening toolsAPI pipelinesreport buildingquery writingalert designsocial analytics

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