Community Operations & Executive Escalations Manager

Anthropic•Seattle, WA

4d•Hybrid

About The Position

We are seeking an Operations Manager to build and lead a new pillar of our Platform Operations function: Community Operations & Executive Escalations. This role will stand up the team, processes, and infrastructure that protect Anthropic's reputation when high-stakes user issues surface on social media or arrive through executive channels. You'll own end-to-end escalation management - detection, triage, incident coordination, and resolution- across two distinct but related workstreams: brand-impacting conversations on public social channels and high-sensitivity inbound from Anthropic employees on behalf of users. The ideal candidate combines calm-under-fire incident judgment with the operational rigor to build durable systems.

Requirements

8+ years of experience in community operations, escalations management, or a related field - ideally in a consumer or developer platform environment
5+ years of people management experience, preferably in a fast-growing technology company
Direct experience running incident or escalation workflows: you've been the person managing the channel, paging the on-call, and writing the post-incident report
Familiarity with social listening tooling and the dynamics of how issues spread across public social platforms
Excellent judgment under pressure in reading a fast-moving situation, separating signal from noise, and making calls with incomplete information
Proven track record of building operational programs from 0 to 1: writing the SOP, defining the criteria, standing up the tooling, and then iterating as reality breaks your assumptions
Strong cross-functional influence and ability to align teams around a shared plan in real time, even when incentives differ
Clear, concise written communication - you can brief an executive in three sentences and document an incident so the next person can learn from it
Comfort with ambiguity and a bias toward action; this team doesn't exist yet and you'll be defining what good looks like
Excitement about protecting Anthropic's reputation and relationships at a moment when public attention on AI has never been higher
Bachelor’s degree or an equivalent combination of education, training, and/or experience
A field relevant to the role as demonstrated through coursework, training, or professional experience
Years of experience required will correlate with the internal job level requirements for the position

Responsibilities

Hire, lead, and develop a high-performing team of Community Operations specialists, covering detection through resolution
Build the function from zero: stand up social listening infrastructure, define escalation criteria and severity tiers, author the incident management SOP, and establish coverage hours and on-call schedules
Own social monitoring across public channels - triaging brand mentions and running escalations to resolution
Own executive escalations end to end: receive inbound from Anthropic executives on behalf of users, lead your team in quarterbacking investigation and coordinate remediation across partner teams
Serve as the central coordination point during live escalations and drive public/private response decisions to closure
Build clear operating models with cross-functional teams so every stakeholder knows exactly where to send an escalation and what happens next
Define and report on success metrics (time to triage, time to resolution, escalation volume by source) and run post-incident reviews that feed learnings back into criteria and process
Develop response templates and playbooks for common scenarios so the team can move fast without sacrificing quality or judgment
Provide thoughtful coaching and feedback to your direct reports, and partner with them on their career development and growth