Social Escalations Manager

Getchangesignal; New York (NY); Hybrid; USD 210,000 - 260,000; Full time

Benefits offered by this job

Equity donation matching

Generous vacation and parental leave

Flexible working hours

Job summary

Anthropic Limited is seeking an experienced Social Escalations Manager to join as a founding member of the Community & Executive Escalations pillar. You will monitor public social channels, triage issues, own escalations end-to-end, and deliver real-time reports with actionable recommendations to reduce reputational risk.

The role requires deep fluency in social analytics, strong judgment under pressure, and excellent 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 with social listening tools
• Excellent judgment under pressure and strong written communication
• Comfort coordinating across functions in real time and influencing partners without authority
• Bias toward action; ability to define what good looks like in a brand-new team

Responsibilities

• Build the team's playbooks, escalation criteria, tooling solutions, and SOPs to manage social escalations
• Monitor public social channels for brand mentions and triage escalations
• Own social escalations end-to-end during coverage hours
• Brief executives and provide accurate facts to Comms partners during live situations
• Build real-time social reports translating data into actionable recommendations
• Write post-escalation reports detailing what happened and what should change
• Iterate on playbooks, templates, criteria, and SOPs based on cases
• Maintain a calm, data-driven approach to protect Anthropic's reputation

Skills

Social analytics

Escalations management

Customer support

Social listening tools

Written communication

Tools

Social listening tools

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 Social 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 on public social platforms. You'll help stand up the function from scratch and operate it day-to-day. You'll actively monitor brand and product conversations, triage emerging issues, and own social escalations end-to-end. During live escalations, you'll build real-time social reports that turn data into actionable recommendations to resolve issues quickly and reduce reputational risk. The ideal candidate pairs deep fluency in the social analytics landscape with calm judgment under pressure, sharp written communication, and a bias toward action.

Key responsibilities

• Build the team's playbooks, escalation criteria, tooling solutions, and SOPs to successfully manage social escalations
• Actively monitor public social channels for brand mentions, surfacing potential escalations and triaging them against defined criteria
• Own social 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
• Build social reports in real-time, using the data to drive actionable recommendations that quickly and effectively resolve live incidents and reduce reputational risk
• 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
• Help iterate on the team's playbooks, response templates, escalation criteria, and SOPs based on what you learn running real cases
• 6+ years of experience in social analytics, escalations management, customer support, or a related front-line operations role—ideally at a consumer or developer platform
• 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 have a strong instinct for how issues spread across public social platforms
• 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

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.

$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.

Visa sponsorship:We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

How we're different

We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact — advancing our long‑term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.

The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic, including: GPT-3, Circuit‑Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.

Come work with us!

Anthropic is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues. Guidance on Candidates' AI Usage:Learn about our policy for using AI in our application process.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Anthropic’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.

A "recently separated veteran" means any veteran during the three‑year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.