Founding Social Escalations Lead

EngineersOfAI

New York, Northern (NY, KY)

Hybrid

USD 210,000 - 260,000

Full time

4 days ago

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Job summary

Anthropic is seeking an experienced Social Escalations Program Manager to lead a new pillar within Operations: Community & Executive Escalations. You will stand up the function from scratch, monitor public conversations, triage issues, and own escalations end-to-end, including real-time reporting and post-escalation analysis.

The role demands fluency in the social analytics landscape, calm judgment under pressure, and strong written communication.

Qualifications

6+ years of experience in social analytics, escalations management, customer support, or related front-line operations
Deep knowledge of the social landscape and hands-on experience using social listening tools
Excellent judgment under pressure and ability to brief executives clearly

Responsibilities

Build playbooks, escalation criteria, tooling, and SOPs for social escalations
Monitor public social channels for brand mentions and surface potential escalations
Own social escalations end-to-end during coverage hours
Brief executives on live situations and provide accurate facts to communications partners
Create real-time social reports with actionable recommendations to reduce reputational risk
Write post-escalation reports detailing what happened and what should change
Iterate on playbooks and SOPs based on real cases