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About the Role
We're seeking an experienced Executive Escalations 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 through executive channels. You'll be the person building the playbooks and escalation criteria, 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
- Build the team's playbooks, escalation criteria, tooling solutions, and SOPs to successfully manage escalations coming from Anthropic’s executive team
- Own executive 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
- 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
- Lead a recurring escalations insights forum: identify patterns across escalations and drive the resulting product and policy changes with partner teams
Requirements
- 6+ years of experience in escalation management, trust & safety operations, customer support, 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 investigating the issue, coordinating R&R with XFN partners, and writing executive comms.
- 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
- Excellent judgment under pressure
- 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
Skills
- Escalation management
- Trust & safety operations
- Customer support
- Incident management
- Executive communication
- Written communication
- Judgment under pressure
- Cross-functional coordination
- Pattern detection
- Ambiguity tolerance
- Bias toward action
Location
- San Francisco
Work Type
- Hybrid
Experience Level
- 6+ years of experience
Education Level
- Bachelor's degree or equivalent combination of education, training, and/or experience
Salary/Compensations
- $210,000—$260,000 USD
Benefits
- Competitive compensation
- Benefits
- Optional equity donation matching
- Generous vacation
- Parental leave
- Flexible working hours
- Lovely office space
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.
- 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.
- 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.
- We greatly value communication skills.
- Anthropic is a public benefit corporation headquartered in San Francisco.
Equal Opportunity
- 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.