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Salary: USD 210,000 - 260,000 / annual
Anthropic is seeking an experienced Executive Escalations Manager to be a founding member of a new Community & Executive Escalations pillar within the Operations organization. This role serves as the front line for protecting Anthropic's reputation when high-stakes user issues surface through executive channels.
Key responsibilities include:
- Building playbooks, escalation criteria, tooling solutions, and standard operating procedures for managing executive escalations
- Owning executive escalations end-to-end during coverage hours
- Communicating clearly with internal stakeholders: briefing executives on live situations, providing Communications partners with necessary facts, and maintaining useful incident channels
- Writing comprehensive post-escalation reports documenting what happened, actions taken, and recommended changes to prevent future issues
- Leading a recurring escalations insights forum to identify patterns and drive product and policy improvements with partner teams
The ideal candidate combines calm judgment under pressure with sharp written communication and a bias toward action. You'll help stand up this function from scratch and operate it day-to-day.
Minimum qualifications:
- 6+ years in escalation management, trust & safety operations, customer support, or related front-line operations roles, ideally at consumer or developer platforms
- Direct hands-on experience running incidents or escalations: investigating issues, coordinating cross-functional responses, and writing executive communications
- Excellent written communication skills—ability to brief senior leaders concisely and document incidents for handoff
- Strong judgment under pressure
- Ability to coordinate across functions in real time and influence partners without positional authority
- Pattern-detection mindset to identify second-order issues beneath surface complaints
- Comfort with ambiguity and bias toward action in a newly formed team
- Passion for protecting Anthropic's reputation during a period of intense public attention on AI
Education: Bachelor's degree or equivalent combination of education, training, and professional experience in a field relevant to the role.
Location-based hybrid policy: Staff expected to be in office at least 25% of the time, though some roles may require more. Visa sponsorship available.
