Executive Escalations Lead - Incident Response & Governance

EngineersOfAI; New York, Northern (NY, KY); Hybrid; USD 210,000 - 260,000; Full time

Job summary

Anthropic is seeking an experienced Executive Escalations Manager to join a new Community & Executive Escalations pillar in Operations. You will stand up the function from scratch, build playbooks and escalation criteria, triage incoming issues, and drive resolution with cross-functional partners.

You're a calm, decisive communicator who can brief executives, write post-escalation reports, and identify patterns to drive product and policy changes.

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 with coordination of R&R with XFN partners and executive communications.
• Sharp written communication to brief senior leaders and document incidents for continuity.
• Excellent judgment under pressure and ability to coordinate across functions in real time without positional authority.
• Bias toward action in a brand-new team to define what good looks like.

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, provide facts to Comms, and keep incident channels current
• Write clear post-escalation reports detailing what happened, what we did, and what should change
• Lead a recurring escalations insights forum to identify patterns and drive product and policy changes with partner teams

Skills

Escalation management

Trust & safety operations

Customer support

Front-line operations

Education

Bachelor's degree

Job description

Anthropic is seeking an experienced Executive Escalations Manager to join a new Community & Executive Escalations pillar in Operations. You will stand up the function from scratch, build playbooks and escalation criteria, triage incoming issues, and drive resolution with cross-functional partners.

You're a calm, decisive communicator who can brief executives, write post-escalation reports, and identify patterns to drive product and policy changes.