Executive Escalations Manager

Anthropic•San Francisco, NY

2d•Hybrid

About The Position

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 Executive Escalations 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 through executive channels. You'll help stand up the function from scratch and operate it day-to-day. You'll be the person building the playbooks and escalation criteria, triaging incoming escalations, and running them to resolution alongside cross-functional partners. The ideal candidate combines calm-under-fire judgment with sharp written communication and a bias toward action.

Requirements

6+ years of experience in escalation management, trust & safety operations, customer support, or a related front-line operations role—ideally at a consumer or developer platform.
Direct, hands-on experience running incidents or escalations: you've been the person investigating the issue, coordinating R&R with XFN partners, and writing executive comms.
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
Excellent judgment under pressure
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

Responsibilities

Build the team's playbooks, escalation criteria, tooling solutions, and SOPs to successfully manage escalations coming from Anthropic’s executive team
Own executive 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
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
Lead a recurring escalations insights forum: identify patterns across escalations and drive the resulting product and policy changes with partner teams