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Salary: USD 210,000 - 260,000 / annual
Anthropic is seeking an experienced Program Manager to be a founding member of a new Community & Executive Escalations pillar within Operations. This role serves as the front line for protecting Anthropic's reputation when high-stakes user issues surface on social media or arrive through executive channels.
You will own incidents and executive escalations end-to-end during your coverage hours. Key responsibilities include actively monitoring public social channels for brand mentions and triaging potential escalations against defined criteria; communicating crisply with internal stakeholders by briefing executives on live situations, providing Communications partners with necessary facts, and maintaining useful incident channels; writing clear post-incident reports that capture what happened, what was done, and what should change; helping iterate on team playbooks, response templates, escalation criteria, and standard operating procedures based on real cases; and spotting patterns across escalations to surface them to appropriate partners.
Ideal candidates bring 6+ years of experience in community operations, trust & safety operations, escalations, customer support escalations, or related front-line operations roles—ideally at consumer or developer platforms. You should have direct, hands-on experience running incidents or escalations, excellent judgment under pressure, and sharp written communication skills. You're comfortable coordinating across functions in real time and influencing partners without positional authority. Familiarity with social listening tools and an instinct for how issues spread across public platforms is important. You have a pattern-detection mindset, comfort with ambiguity, and a bias toward action. This is a brand-new team, and you'll help define what good looks like while operating day-to-day.
The role requires a Bachelor's degree or equivalent combination of education, training, and professional experience. Anthropic sponsors visas and expects staff to be in office at least 25% of the time, though some roles may require more.
