Social Escalations Program Manager

About the role

Anthropic is building reliable, interpretable, and steerable AI systems. As a Social Escalations Program Manager, you will be a founding member of the Community & Executive Escalations pillar, protecting the company’s reputation when high‑stakes user issues appear on public social platforms.

Key responsibilities

• Develop playbooks, escalation criteria, tooling solutions, and SOPs for social escalations.
• Monitor public social channels for brand mentions, surface potential escalations, and triage them against defined criteria.
• Own end‑to‑end social escalations during coverage hours, providing real‑time reports and actionable recommendations.
• Brief executives and communications partners with concise facts, and maintain incident channels.
• Write post‑escalation reports documenting actions taken and lessons learned.
• Iterate on playbooks, response templates, and SOPs based on real‑case experience.

Required profile

• 6+ years of experience in social analytics, escalations management, customer support, or a related front‑line operations role, preferably at a consumer or developer platform.
• Deep knowledge of the social landscape and hands‑on experience with social listening tools, including query writing, alert design, API pipelines, and report building.
• Excellent judgment under pressure and the ability to detect second‑order issues behind first‑order complaints.
• Sharp written communication skills for briefing senior leaders and documenting incidents.
• Ability to coordinate across functions in real time and influence partners without formal authority.

Required skills

• Social listening tools
• Social analytics
• API pipelines
• Report building