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Executive Escalations Manager

Anthropic· Product Management, Support, & Operations
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Full-timePosted 1mo ago

About the role

Founding member of a new pillar of Anthropic's Operations organization focused on Community & Executive Escalations. Manages high-stakes executive escalations, builds playbooks, triages issues, and coordinates cross-functional responses to protect Anthropic's reputation.

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

Qualifications

  • 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

Required:Escalation managementWritten communicationStakeholder management

Benefits

  • Competitive compensation and benefits
  • Optional equity donation matching
  • Generous vacation and parental leave
  • Flexible working hours
  • Lovely office space in San Francisco, CA (headquarters)
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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