Community & Executive Escalations Program Manager

The shape of it

In the posting’s own words

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team. Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters only contact you from @anthropic.com email addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money, fees, or banking information before your first day. If you're ever unsure about a communication, don't click any links—visit anthropic.com/careers directly for confirmed position openings.

What it asks for · 9

• 6+ years of experience in community operations, trust & safety operations, escalations, customer support escalations, or a related front-line operations role—ideally at a consumer or developer platform
• Direct, hands-on experience running incidents or escalations: you've been the person in the channel paging on-call, coordinating the partners, and writing the post-mortem
• Excellent judgment under pressure
• Sharp written communication—you can brief a senior leader in three sentences and document an incident so the next responder can pick it up cold
• Comfort coordinating across functions in real time and influencing partners without positional authority
• Familiarity with social listening tooling and an instinct for how issues spread across public social platforms
• A pattern-detection mindset—you spot the second-order issue beneath the first-order complaint and surface it to the right people
• Comfort with ambiguity and a bias toward action; this team is brand new and you'll be helping define what good looks like as you operate
• Excitement about protecting Anthropic's reputation and relationships at a moment when public attention on AI has never been higher

What the job covers

• Own incidents and executive escalations end-to-end during your coverage hours
• Actively monitor public social channels for brand mentions, surfacing potential escalations and triaging them against defined criteria
• Communicate crisply with internal stakeholders: brief executives on live situations, give Comms partners the facts they need, and keep incident channels useful and current
• Write clear post-incident reports that capture what happened, what we did, and what should change—so the next escalation is easier than the last
• Help iterate on the team's playbooks, response templates, escalation criteria, and SOPs based on what you learn running real cases
• Spot patterns across escalations and surface them to the right partners (e.g., recurring product bugs masquerading as one-off complaints, messaging gaps that drive avoidable user frustration)

Tools and skills named

Words the posting leans on

• escalations8×
• incident4×
• partners4×
• channels3×
• operations3×
• brand2×
• brief2×
• comfort2×
• complaint2×
• coordinating2×
• criteria2×
• executive2×
• experience2×
• issue2×
• next2×
• platform2×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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