Social Escalations Program Manager

Anthropic•San Francisco, NY

2d•Hybrid

About The Position

Anthropic is seeking an experienced Social Escalations Program Manager to join their Operations organization as a founding member of the Community & Executive Escalations team. This role is crucial for protecting Anthropic's reputation by managing high-stakes user issues that surface on public social platforms. The individual will be responsible for establishing the function from scratch, monitoring brand and product conversations, triaging emerging issues, and managing social escalations from beginning to end. During live escalations, they will create real-time social reports to provide actionable recommendations for issue resolution and reputational risk reduction. The ideal candidate possesses a strong understanding of social analytics, excellent judgment under pressure, sharp written communication skills, and a proactive approach.

Requirements

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 a strong instinct for how issues spread across public social platforms.
Sharp written communication skills—ability to brief a senior leader concisely and document incidents for easy handover.
Comfort coordinating across functions in real time and influencing partners without positional authority.
A pattern-detection mindset—ability to identify second-order issues beneath first-order complaints and surface them appropriately.
Comfort with ambiguity and a bias toward action; willingness to help define best practices for a new team.
Excitement about protecting Anthropic's reputation and relationships, especially given the current public attention on AI.

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 coverage hours.
Communicate crisply with internal stakeholders: brief executives on live situations, provide Comms partners with necessary facts, and keep incident channels updated.
Build social reports in real-time, using data to drive actionable recommendations for resolving live incidents and reducing reputational risk.
Write clear post-escalation reports detailing events, actions taken, and recommended changes for future improvements.
Help iterate on the team's playbooks, response templates, escalation criteria, and SOPs based on learnings from real cases.