# Community & Executive Escalations Program Manager

**Company:** [Anthropic](https://hotfix.jobs/companies/anthropic)
**Location:** San Francisco, CA, New York, NY
**Role:** Technical Program Management
**Salary:** $210k – $260k/yr
**Experience:** 6+ years
**Skills:** Community Operations, Trust And Safety, Escalations Management, Incident Response, Social Listening Tools, Post-Incident Reporting, Cross-Functional Coordination, Written Communication, Pattern Detection, Playbook Development
**Posted:** 2026-06-26

> Founding Program Manager for Community & Executive Escalations. Own high-stakes incidents from social media and executive channels, triage escalations, coordinate cross-functional resolution, and build playbooks from scratch. Requires 6+ years in community/trust & safety operations with strong incident management experience.

## Job Description

## 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

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