Community & Executive Escalations Program Manager

About the Company

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

Responsibilities

• Own incidents and executive escalations end-to-end during coverage hours
• Actively monitor public social channels for brand mentions and triage potential escalations
• Communicate crisply with internal stakeholders and brief executives on live situations
• Write clear post-incident reports capturing actions taken and necessary changes
• Help iterate on team playbooks, response templates, and SOPs
• Spot patterns across escalations to surface recurring product bugs or messaging gaps

Requirements

• 6+ years of experience in community operations, trust & safety, or escalations
• Direct experience running incidents or escalations and writing post-mortems
• Excellent judgment under pressure and sharp written communication skills
• Ability to coordinate across functions and influence partners without positional authority
• Familiarity with social listening tooling
• Pattern-detection mindset and comfort with ambiguity

Preferred Qualifications

• Experience at a consumer or developer platform