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About the Role
We are 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.
Responsibilities
- 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
Requirements
- 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
Skills
- Social analytics
- Escalations management
- Customer support
- Social listening tools
- Query writing
- Alert design
- API pipelines
- Report building
- Written communication
- Coordination
- Influencing
- 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 an 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.
- As such, 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.