Social Escalations Manager

Anthropic's mission is to create reliable, interpretable, and steerable AI systems, so that AI is safe and beneficial for users and for society as a whole.

Anthropic is seeking an experienced Social Escalations Manager to be a founding member of a new pillar of its Operations organization: Community and 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 will help stand up the function from scratch and operate it day to day.

Key responsibilities

• Build the team's playbooks, escalation criteria, tooling solutions, and SOPs
• Actively monitor public social channels for brand mentions and triage potential escalations
• Own social escalations end to end during your coverage hours
• Brief executives on live situations and give Comms partners the facts they need
• Build social reports in real time to drive recommendations that resolve incidents
• Write clear post-escalation reports and iterate on playbooks and templates

Minimum qualifications

• 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 with social listening tools (query writing, alert design, API pipelines, report building)
• Excellent judgment under pressure and a strong instinct for how issues spread on public social platforms
• Sharp written communication
• Comfort coordinating across functions in real time and with ambiguity

Stated annual salary range: $210,000 - $260,000. Anthropic expects staff to be in an office at least 25% of the time and sponsors visas.