Social Escalations Lead: Brand Reputation & Crisis Response

Anthropic; New York (NY); Sur place; USD 210 000 - 260 000; Plein temps

Résumé du poste

Anthropic is seeking a Social Escalations Manager to join the newly formed Community & Executive Escalations pillar. You will be on the front line defending the company’s reputation across public social platforms, stand up the function, and manage escalations end-to-end during your coverage hours.

You’ll craft real-time social reports and collaborate with internal teams to reduce reputational risk. The role requires deep fluency in the social analytics landscape, calm judgment under pressure,

Qualifications

• 6+ years of experience in social analytics, escalations management, customer support, or a related front-line operations role.
• Deep knowledge of the social landscape and hands-on experience using social listening tools (query writing, alert design, API pipelines, report building).
• Excellent judgment under pressure and ability to brief senior leaders clearly during live incidents.
• Strong written communication to document incidents so the next responder can pick up quickly.
• Comfort coordinating across functions in real time and influencing partners without formal authority.
• Pattern-detection mindset to surface second-order issues beneath first-order complaints.
• Ease with ambiguity and bias toward action as the team is being stand up.

Responsabilités

• Build the team's playbooks, escalation criteria, tooling solutions, and SOPs for social escalations.
• Actively 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 facts to Comms partners.
• Create real-time social reports and translate data into actionable recommendations.
• Write post-escalation reports detailing what happened and what should change.
• Iterate on playbooks and templates based on learnings from real cases.

Connaissances

Social analytics

Escalations management

Communication

Cross-functional collaboration

Public speaking

Outils

Social listening tools

Description du poste

Anthropic is seeking a Social Escalations Manager to join the newly formed Community & Executive Escalations pillar. You will be on the front line defending the company’s reputation across public social platforms, stand up the function, and manage escalations end-to-end during your coverage hours.

You’ll craft real-time social reports and collaborate with internal teams to reduce reputational risk. The role requires deep fluency in the social analytics landscape, calm judgment under pressure,