Description
Anthropic is seeking an experienced Executive Escalations Manager to be a founding member of its new Community & Executive Escalations team within the Operations organization. The role involves building playbooks, triaging escalations, managing incidents, and collaborating with cross-functional partners to resolve high-stakes user issues escalated through executive channels.
Key responsibilities include:
- Developing playbooks, escalation criteria, tooling solutions, and SOPs for managing executive escalations
- Owning executive escalations end-to-end during coverage hours
- Communicating effectively with internal stakeholders, including executives and communications partners
- Writing clear post-escalation reports to capture learnings and drive improvements
- Leading 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, excellent judgment under pressure, and the ability to coordinate across functions.
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.