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Salary: USD 210,000 - 260,000 / annual
Anthropic is seeking an experienced Social Escalations Program 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 on public social platforms.
You will help establish this function from the ground up and operate it day-to-day. Key responsibilities include:
• Building the team's playbooks, escalation criteria, tooling solutions, and standard operating procedures for managing social escalations
• Actively monitoring public social channels for brand mentions and triaging potential escalations against defined criteria
• Owning social escalations end-to-end during coverage hours
• Communicating clearly with internal stakeholders—briefing executives on live situations, providing Communications partners with actionable facts, and maintaining useful incident channels
• Building real-time social reports that translate data into actionable recommendations to resolve issues quickly and reduce reputational risk
• Writing comprehensive post-escalation reports documenting what happened, actions taken, and process improvements for future incidents
• Iterating on playbooks, response templates, escalation criteria, and SOPs based on learnings from real cases
The ideal candidate pairs deep fluency in the social analytics landscape with calm judgment under pressure, sharp written communication, and a bias toward action. You'll work in a brand-new team and help define what good looks like as you operate.
Anthropic is a public benefit corporation headquartered in San Francisco, working on reliable, interpretable, and steerable AI systems. The company offers competitive compensation, optional equity donation matching, generous vacation and parental leave, flexible working hours, and collaborative office space.
Minimum qualifications:
• 6+ years of experience in social analytics, escalations management, customer support, or related front-line operations role—ideally at a consumer or developer platform
• Deep knowledge of the social landscape and hands-on experience using social listening tools (query writing, alert design, API pipelines, report building)
• Excellent judgment under pressure with strong instinct for how issues spread across public social platforms
• Sharp written communication—ability to brief senior leaders concisely and document incidents for cold handoff
• Comfort coordinating across functions in real time and influencing partners without positional authority
• Pattern-detection mindset—ability to spot second-order issues beneath first-order complaints and surface them to the right people
• Comfort with ambiguity and bias toward action in a brand-new team environment
• Excitement about protecting Anthropic's reputation at a moment when public attention on AI is at an all-time high
• Bachelor's degree or equivalent combination of education, training, and professional experience
• Field of study relevant to the role as demonstrated through coursework, training, or professional experience
