Social Escalations Program Manager

Anthropic
San Francisco, New York, Seattle
Workplace: OnsiteFull timeUSD 210,000 - 260,000 annuallyFunction: Program & Project Management (PMO)Experience: 6+ yearsEducation: bachelorsSkills: ["Written communication","Judgment under pressure","Cross-functional coordination","Pattern detection","Bias toward action"]

Build and launch Anthropic’s Community & Executive Escalations function from scratch, serving as the front line for high-stakes user issues on public social platforms. Monitor brand and product conversations, triage and manage escalations end-to-end, and coordinate with internal stakeholders. Create real-time social reports and post-escalation writeups, while developing playbooks, SOPs, criteria, and tooling to reduce reputational risk and improve response quality over time.

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Anthropic
Anthropic
1 day ago

Social Escalations Program Manager

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Job Summary

Build and launch Anthropic’s Community & Executive Escalations function from scratch, serving as the front line for high-stakes user issues on public social platforms. Monitor brand and product conversations, triage and manage escalations end-to-end, and coordinate with internal stakeholders. Create real-time social reports and post-escalation writeups, while developing playbooks, SOPs, criteria, and tooling to reduce reputational risk and improve response quality over time.
Location: San Francisco, New York, Seattle
Workplace: Onsite
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Mid level

Key Responsibilities

  • •Build escalation playbooks, escalation criteria, tooling solutions, and SOPs to manage social escalations successfully.
  • •Monitor public social channels for brand mentions, surface potential escalations, and triage them against defined criteria.
  • •Own social escalations end-to-end during coverage hours.
  • •Communicate crisply with internal stakeholders, including briefing executives and keeping incident channels up to date.
  • •Create real-time social reports and write clear post-escalation reports with recommendations to reduce reputational risk.

Pay and Benefits

Salary: USD 210,000 - 260,000 annually
Perks:Parental LeavePaid LeaveFlexible Hours

Key Requirements

  • •6+ years of experience in social analytics, escalations management, customer support, or related front-line operations work (consumer or developer platforms preferred).
  • •Deep knowledge of the social landscape and hands-on experience using social listening tools, including query writing, alert design, API pipelines, and report building.
  • •Excellent judgment under pressure and strong instincts for how issues spread across public social platforms.
  • •Sharp written communication—can brief a senior leader quickly and document incidents so the next responder can take over.
  • •Comfort coordinating across functions in real time and influencing partners without positional authority.
Experience:6+ yearsSocial analyticsCustomer supportConsumer platformsDeveloper platforms
Education:Bachelor's
Skills:Written communicationJudgment under pressureCross-functional coordinationPattern detectionBias toward action
Languages:English
Tech Stack:API pipelines

Company Brief

Anthropic
Develops large-scale AI systems and safety research to create reliable, steerable, and interpretable AI assistants and models for commercial and research applications.
Industry: AI & Machine Learning
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2021
WebsiteLinkedIn