Social Escalations Program Manager

United States Digital Space LLC; Washington; Hybrid; USD 210,000 - 260,000; Full time

Benefits offered by this job

Equity donation matching

Generous vacation

Parental leave

Job summary

United States Digital Space LLC is seeking a Social Escalations Program Manager to launch and lead a new Community & Executive Escalations pillar. You will monitor public social conversations, triage issues, and own escalations end-to-end during coverage hours, delivering real-time reports and actionable recommendations.

You will build playbooks, SOPs, and tooling, and collaborate with executives, Comms, and product teams to mitigate reputational risk.

Qualifications

• 6+ years in social analytics or escalations management.
• Hands-on experience with social listening tools and API pipelines.
• Excellent judgment under pressure and ability to brief senior leaders concisely.
• Strong written communication and incident documentation skills.
• Real-time cross-functional coordination across teams.

Responsibilities

• Build playbooks, escalation criteria, tooling, and SOPs for social escalations.
• Monitor public social channels and triage escalations against criteria.
• Own social escalations end-to-end during coverage hours.
• Brief executives and coordinate with Comms, keeping incident channels current.
• Create real-time social reports to drive actionable recommendations.
• Write post-escalation reports detailing outcomes and learnings.
• Iterate on playbooks and templates based on live cases.

Skills

Social analytics

Escalations management

Customer support

Front-line operations

Social listening tools

Written communication

Stakeholder coordination

Pattern-detection mindset

Calm under pressure

Education

Bachelor’s degree

Tools

API pipelines

Job description

About the company

the company’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 the company 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 the company'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

LogisticsMinimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experienceRequired field of study:A field relevant to the role as demonstrated through coursework, training, or professional experienceMinimum years of experience: Years of experience required will correlate with the internal job level requirements for the positionLocation-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 the company 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 the company, 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!

the company 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