Social Escalations Program Manager

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

Job summary

Anthropic is seeking an experienced Social Escalations Program Manager to join the new Community & Executive Escalations pillar. This role will be on the front line of protecting the company's reputation when high-stakes issues surface on public social platforms and will stand up the function from scratch.

You will monitor brand conversations, triage issues, own escalations end-to-end, and deliver real-time social reports with actionable recommendations.

Qualifications

• 6+ years in social analytics, escalations management, customer support, or related front‑line operations.
• Deep knowledge of social landscape and hands‑on experience with social listening tools.
• Excellent judgment under pressure and ability to surface issues.
• Sharp written communication; brief executives and document incidents.
• Comfort coordinating across functions in real time.
• Pattern‑detection mindset to surface second‑order issues.
• Adaptable to ambiguity; help define best practices as the team is new.
• Motivation to protect Anthropic's reputation amid high public attention.

Responsibilities

• Build the team's playbooks, escalation criteria, tooling solutions, and SOPs.
• Monitor public social channels for brand mentions and triage escalations.
• Own social escalations end-to-end during coverage hours.
• Communicate with internal stakeholders; brief executives and support Comms.
• Build real-time social reports turning data into actionable recommendations.
• Write post-escalation reports detailing what happened and what to change.
• Iterate on playbooks, templates, escalation criteria, and SOPs.

Skills

Social analytics

Escalations management

Customer support

Front-line operations

Public communications

Cross-functional coordination

Data reporting

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 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.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team.Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters only contact you from @anthropic.com email addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money, fees, or banking information before your first day. If you're ever unsure about a communication, don't click any links—visit anthropic.com/careers directly for confirmed position openings.

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.