Executive Escalations Lead - Incident Response & Governance

EngineersOfAI; New York (NY); 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

About Anthropic

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.

About the role

We're seeking an experienced Executive Escalations 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 through executive channels. You'll help stand up the function from scratch and operate it day-to-day. You'll be the person building the playbooks and escalation criteria, triaging incoming escalations, and running them to resolution alongside cross-functional partners. The ideal candidate combines calm-under-fire judgment with sharp written communication and a bias toward action.

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

You may be a good fit if you have:

• 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

The annual compensation range for this role is listed below.

For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.

Annual Salary:

$210,000—$260,000 USD

Logistics

Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience

Required field of study:A field relevant to the role as demonstrated through coursework, training, or professional experience

Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position

Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.