Social Escalations Program Manager

EngineersOfAI; New York, Northern (NY, KY); Hybrid; USD 210,000 - 260,000; Full time

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

Skills

Social analytics

Escalations management

Customer support

Written communication

Education

Bachelor's degree

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 Program 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

Minimum qualifications

• 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.

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