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Community & Executive Escalations Program Manager

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.

210k – 260kSan Francisco, CANew York, NYTechnical Program ManagementHybrid6+ YOE

About the role

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

Skills

Community OperationsTrust And SafetyEscalations ManagementIncident ResponseSocial Listening ToolsPost-Incident ReportingCross-Functional CoordinationWritten CommunicationPattern DetectionPlaybook Development

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