Community & Executive Escalations Program Manager

Job Application for Community & Executive Escalations Program Manager at Anthropic

Community & Executive Escalations Program Manager San Francisco, CA | New York City, NY

About Anthropic

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.

We are seeking an experienced 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 social media or arrive through executive channels. You'll be the person actively monitoring public conversations, triaging incoming escalations, opening and managing incidents, and running them to resolution alongside cross-functional partners. You'll help stand up the function from scratch and operate it day-to-day. The ideal candidate combines calm-under-fire judgment with sharp written communication and a bias toward action.

Responsibilities:

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)

You may be a good fit if you have:

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

The annual compensation range for this role is listed below.

For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.

Annual Salary: $210,000 - $260,000 USD

Logistics

Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience

Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience

Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position

Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.

Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

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.

How we're different

We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact — advancing our long-term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.

The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior...