Senior Executive Escalations Lead (Incident Response)

Anthropic; San Francisco, New York, Seattle (CA, NY, WA); Hybrid; USD 210,000 - 260,000; Full time

Job summary

Anthropic in San Francisco seeks an experienced Executive Escalations Manager to lead a new Community & Executive Escalations pillar within Operations. You will build playbooks, triage escalations, and run incidents end-to-end with cross-functional partners, communicating clearly with executives and writing thorough post-escalation reports.

You will stand up the function from scratch, establishing criteria and SOPs, and you’ll help define what “good” looks like as the team takes shape.

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
• 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

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

Skills

Escalation management

Executive communications

Cross-functional coordination

Incident response

Written communication

Ambiguity tolerance

Reputation protection

Education

Bachelor's degree

Job description

Anthropic in San Francisco seeks an experienced Executive Escalations Manager to lead a new Community & Executive Escalations pillar within Operations. You will build playbooks, triage escalations, and run incidents end-to-end with cross-functional partners, communicating clearly with executives and writing thorough post-escalation reports.

You will stand up the function from scratch, establishing criteria and SOPs, and you’ll help define what “good” looks like as the team takes shape.