Executive Escalations Lead — Flexible Hours

Neura Market; San Francisco, Northern (CA, KY); Hybrid; USD 210,000 - 260,000; Full time

Job summary

Anthropic is seeking an experienced Executive Escalations Manager to help stand up and operate a new Community & Executive Escalations pillar. You will own escalations end-to-end, build playbooks, and coordinate with cross-functional partners to protect Anthropic’s reputation.

The role requires calm judgment under pressure, sharp written communication, and a bias toward action as we define this new function.

Qualifications

• 6+ years of experience in escalation management, trust & safety operations, customer support, or related front-line role.
• Direct, hands-on experience running incidents or escalations.

Responsibilities

• Build the team’s playbooks, escalation criteria, tooling solutions, and SOPs.
• Own executive escalations end-to-end during coverage hours.
• Communicate crisply with internal stakeholders: brief executives on live situations and inform Comms with the facts.
• Write clear post-escalation reports detailing what happened and what should change.
• Lead a recurring escalations insights forum to identify patterns and drive product/policy changes.

Skills

Escalation management

Trust & safety operations

Customer support

Executive communications

Judgment under pressure

Cross-functional coordination

Pattern-detection mindset

Ambiguity tolerance

Education

Bachelor’s degree or equivalent

Job description

Anthropic is seeking an experienced Executive Escalations Manager to help stand up and operate a new Community & Executive Escalations pillar. You will own escalations end-to-end, build playbooks, and coordinate with cross-functional partners to protect Anthropic’s reputation.

The role requires calm judgment under pressure, sharp written communication, and a bias toward action as we define this new function.