Description
Anthropic is seeking an experienced Executive Escalations Manager to be a founding member of its new Community & Executive Escalations team within the Operations organisation.
This role involves building playbooks, escalation criteria, and tooling solutions to manage high-stakes user issues escalated through executive channels. You will triage incoming escalations, manage incidents, and collaborate with cross-functional partners to resolve issues.
Key responsibilities:
- Develop playbooks, escalation criteria, tooling solutions, and standard operating procedures (SOPs) for managing executive escalations
- Own executive escalations end-to-end during coverage hours
- Communicate effectively with internal stakeholders, including executives and communications partners
- Write clear post-escalation reports to capture lessons learned and drive improvements
- Lead a recurring escalations insights forum to identify patterns and drive product and policy changes
The ideal candidate has 6+ years of experience in escalation management, trust & safety operations, or a related field, with direct experience running incidents or escalations, sharp written communication skills, and excellent judgment under pressure.
The annual compensation range for this role is $210,000-$260,000 USD.
Anthropic offers competitive compensation and benefits, including optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space.