Executive Escalations Manager

About the role

Anthropic is building safe, reliable AI systems and needs a senior leader to protect its reputation when high‑stakes user issues arise through executive channels. As the founding member of the Community & Executive Escalations pillar, you will design and run the end‑to‑end escalation process.

Key responsibilities

• Develop playbooks, escalation criteria, tooling solutions and SOPs for executive‑level incidents.
• Own executive escalations from intake to resolution during coverage hours.
• Communicate crisply with internal stakeholders, brief executives, and provide factual updates to communications partners.
• Write post‑escalation reports that capture actions taken and recommendations for improvement.
• Lead a recurring insights forum to identify patterns and drive product and policy changes.

Required profile

• 6+ years of experience in escalation management, trust & safety, customer support or similar front‑line operations, preferably at a consumer or developer platform.
• Hands‑on experience running incidents, coordinating cross‑functional response, and drafting executive communications.
• Excellent judgment under pressure and ability to influence partners without formal authority.
• Strong pattern‑detection mindset and comfort with ambiguity.
• Passion for protecting Anthropic’s reputation amid heightened public attention on AI.

Required skills