Description
Anthropic is seeking a Social Escalations Program Manager to be a founding member of its Community & Executive Escalations team within the Operations organization.
The successful candidate will help establish and operate this function from scratch, monitoring brand and product conversations, triaging emerging issues, and owning social escalations end-to-end.
Key responsibilities:
- Develop playbooks, escalation criteria, tooling solutions, and standard operating procedures (SOPs) for managing social escalations
- Monitor public social channels for brand mentions, identify potential escalations, and triage them according to defined criteria
- Own social escalations during coverage hours
- Communicate effectively with internal stakeholders, including executives and communications partners
- Create real-time social reports to drive actionable recommendations and resolve incidents quickly
- Write clear post-escalation reports to capture lessons learned and improve future responses
- Iterate on playbooks, response templates, and SOPs based on experience with real cases
The ideal candidate has 6+ years of experience in social analytics, escalations management, or a related field, with deep knowledge of the social landscape and hands-on experience with social listening tools.
Anthropic offers a competitive salary range of $210,000-$260,000 USD per year, along with benefits such as optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space.