Social Escalations Program Manager

The shape of it

In the posting’s own words

We're seeking an experienced Social Escalations Program Manager to be a founding member of a new pillar of our Operations organization: Community & Executive Escalations. This role is the front line of how Anthropic protects its reputation when high-stakes user issues surface on public social platforms.You'll help stand up the function from scratch and operate it day-to-day. You'll actively monitor brand and product conversations, triage emerging issues, and own social escalations end-to-end. During live escalations, you'll build real-time social reports that turn data into actionable recommendations to resolve issues quickly and reduce reputational risk. The ideal candidate pairs deep fluency in the social analytics landscape with calm judgment under pressure, sharp written communication, and a bias toward action.

What it asks for · 8

• 6+ years of experience in social analytics, escalations management, customer support, or a 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 and have a strong instinct for how issues spread across public social platforms
• 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
• 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

• Build the team's playbooks, escalation criteria, tooling solutions, and SOPs to successfully manage social escalations
• Actively monitor public social channels for brand mentions, surfacing potential escalations and triaging them against defined criteria
• Own social escalations end-to-end during your coverage hours
• Communicate crisply with internal stakeholders: brief executives on live situations, give Comms partners the facts they need, and keep incident channels useful and current
• Build social reports in real-time, using the data to drive actionable recommendations that quickly and effectively resolve live incidents and reduce reputational risk
• Write clear post-escalation 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

Tools and skills named

Words the posting leans on

• social13×
• escalations11×
• issues5×
• reports4×
• social escalations4×
• brand3×
• build3×
• incident3×
• live3×
• public social3×
• actionable recommendations2×
• actively monitor2×
• bias toward2×
• brief2×
• channels2×
• comfort2×

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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