# Social Escalations Program Manager

**Company:** [Anthropic](https://hotfix.jobs/companies/anthropic)
**Location:** San Francisco, CA, New York, NY, Seattle, WA
**Role:** Technical Program Management
**Salary:** $210k – $260k/yr
**Experience:** 6+ years
**Skills:** Social Analytics, Social Listening, Query Writing, Alert Design, Api Pipelines, Report Building, Incident Management, Executive Communication, Pattern Detection, Standard Operating Procedures
**Posted:** 2026-09-10

> Owns and builds Anthropic’s social escalation function, monitoring public conversations, triaging high-stakes issues, briefing stakeholders, and producing real-time reports and post-incident recommendations. Requires 6+ years in social analytics, escalations, customer support, or related frontline operations.

## Job Description

## Responsibilities
- Build playbooks, escalation criteria, tooling solutions, and standard operating procedures for social escalations.
- Monitor public social channels for brand mentions, identify potential escalations, and triage them against defined criteria.
- Own social escalations end-to-end during coverage hours.
- Brief executives and communicate factual updates to Communications partners and internal incident channels.
- Build real-time social reports and use data to recommend actions that resolve incidents and reduce reputational risk.
- Write post-escalation reports documenting incidents, actions taken, and recommended changes.
- Improve playbooks, response templates, escalation criteria, and procedures based on operational experience.

## Requirements
- 6+ years of experience in social analytics, escalation management, customer support, or related front-line operations, ideally at a consumer or developer platform.
- Deep knowledge of social platforms and hands-on experience with social listening tools, including query writing, alert design, API pipelines, and report building.
- Excellent judgment under pressure and an understanding of how issues spread across public social platforms.
- Strong written communication skills for executive briefings and incident documentation.
- Ability to coordinate cross-functionally and influence partners without positional authority.
- Pattern-detection mindset and ability to identify second-order issues.
- Comfort with ambiguity and a bias toward action.
- Bachelor's degree or equivalent combination of education, training, and experience.

## Compensation
- Annual salary: $210,000–$260,000 USD.

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