Community & Executive Escalations Program Manager

Responsibilities

• Own incidents and executive escalations end-to-end during 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
• Help iterate on the team's playbooks, response templates, escalation criteria, and SOPs based on real cases
• Spot patterns across escalations and surface them to the right partners

Requirements

• 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, writing post-mortems
• Excellent judgment under pressure
• Sharp written communication—brief senior leaders concisely and document incidents clearly
• 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 second-order issues beneath first-order complaints
• Comfort with ambiguity and a bias toward action
• Excitement about protecting Anthropic's reputation and relationships

Nice-to-Haves

• Bachelor's degree or equivalent combination of education, training, and/or experience in a relevant field