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Social Escalations Manager

Anthropic· Product Management, Support, & Operations
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Hybrid (San Francisco, CA), Hybrid (New York City, NY), Hybrid (Seattle, WA)$210k - $260kfull-timePosted 1mo ago

About the role

Founding member of a new pillar of Operations: Community & Executive Escalations. Manages public social escalations to protect Anthropic's reputation, monitors brand conversations, triages issues, and produces real-time reports and post-escalation analyses.

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 learnings from real cases

Qualifications

  • 6+ years of experience in social analytics, escalations management, customer support, or related front-line operations (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 strong instinct for how issues spread on public social platforms
  • Sharp written communication — ability to brief a senior leader in three sentences and document an incident for a responder
  • Comfort coordinating across functions in real time and influencing partners without positional authority
  • Pattern-detection mindset to surface second-order issues beneath first-order complaints
  • Comfort with ambiguity and a bias toward action; helping define what good looks like in a new team
  • Excitement about protecting Anthropic's reputation and relationships in a high-attention AI context

Skills

Required:Social analyticsEscalations managementWritten communication

Benefits

  • Competitive compensation and benefits
  • optional equity donation matching
  • generous vacation and parental leave
  • flexible working hours
  • lovely office space
Last updated Sep 16, 2026. Interested? Apply on the company site.

About Anthropic

building reliable, interpretable, and steerable AI systems

Anthropic is an AI safety and research company that's working to build reliable, interpretable, and steerable AI systems.

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