Anthropic05.05.2026
Community & Executive Escalations Program Manager
San Francisco
Обязанности
- 01Own incidents and executive escalations end-to-end during your coverage hours
- 02Actively monitor public social channels for brand mentions, surfacing potential escalations and triaging them against defined criteria
- 03Communicate crisply with internal stakeholders: brief executives on live situations, give Comms partners the facts they need, and keep incident channels useful and current
- 04Write clear post-incident reports that capture what happened, what we did, and what should change—so the next escalation is easier than the last
- 05Help iterate on the team's playbooks, response templates, escalation criteria, and SOPs based on what you learn running real cases
- 06Spot patterns across escalations and surface them to the right partners (e.g., recurring product bugs masquerading as one-off complaints, messaging gaps that drive avoidable user frustration)
Требования
- 016+ years of experience in community operations, trust & safety operations, escalations, customer support escalations, or a related front-line operations role—ideally at a consumer or developer platform
- 02Direct, hands-on experience running incidents or escalations: you've been the person in the channel paging on-call, coordinating the partners, and writing the post-mortem
- 03Excellent judgment under pressure
- 04Sharp written communication—you can brief a senior leader in three sentences and document an incident so the next responder can pick it up cold
- 05Comfort coordinating across functions in real time and influencing partners without positional authority
- 06Familiarity with social listening tooling and an instinct for how issues spread across public social platforms
- 07A pattern-detection mindset—you spot the second-order issue beneath the first-order complaint and surface it to the right people
- 08Comfort 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
- 09Excitement about protecting Anthropic's reputation and relationships at a moment when public attention on AI has never been higher
- 10Bachelor’s degree or an equivalent combination of education, training, and/or experience
Условия
- 01Annual Salary: $210,000 — $260,000 USD
- 02Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time
- 03Visa sponsorship: We do sponsor visas
- 04We retain an immigration lawyer to help with visa sponsorship