Community & Executive Escalations Program Manager

About the role

Anthropic is building safe, reliable, and steerable AI systems. As a founding member of the Community & Executive Escalations pillar, you will protect the company’s reputation by managing high‑stakes user issues that surface on social media or through executive channels.

Key responsibilities

• Own incidents and executive escalations end‑to‑end during coverage hours.
• Monitor public social channels for brand mentions, triage potential escalations against defined criteria, and open incident tickets.
• Brief executives and communication partners with concise, factual updates in real time.
• Write clear post‑incident reports that capture what happened, actions taken, and recommended improvements.
• Iterate on playbooks, response templates, escalation criteria, and SOPs based on real‑world learnings.
• Identify patterns across escalations and surface insights to product, messaging, and safety teams.

Required profile

• 6+ years of experience in community operations, trust & safety, escalations, or a related front‑line operations role, preferably at a consumer or developer platform.
• Hands‑on experience running incidents or escalations, coordinating partners, and authoring post‑mortems.
• Excellent judgment under pressure and the ability to communicate crisply with senior leaders.
• Comfort influencing cross‑functional partners without formal authority.
• Strong pattern‑detection mindset and bias toward action in ambiguous environments.

Required skills