Community & Executive Escalations Program Manager

We are seeking an experienced 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 Anthropic protects its reputation when high-stakes user issues surface on social media or arrive through executive channels. You'll be the person actively monitoring public conversations, triaging incoming escalations, opening and managing incidents, and running them to resolution alongside cross-functional partners. You'll help stand up the function from scratch and operate it day-to-day. The ideal candidate combines calm-under-fire judgment with sharp written communication and a bias toward action.

Responsibilities:

• Own incidents and executive escalations end-to-end during your coverage hours
• Actively monitor public social channels for brand mentions, surfacing potential escalations and triaging them against defined criteria
• 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-incident 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
• Spot 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)

You may be a good fit if you have:

• 6+ 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
• Direct, 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
• Excellent judgment under pressure
• 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
• Familiarity with social listening tooling and an instinct for how issues spread across public social platforms
• 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