# Social Escalations Program Manager

**Company**: Anthropic
**Location**: San Francisco, CA
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $210,000-$260,000 USD
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q116758847

**Apply**: https://job-boards.greenhouse.io/anthropic/jobs/5418858008?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_d513208b-586

## 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 the team's 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 for resolving live incidents and reducing reputational risk.

- Write clear post-escalation reports to capture lessons learned and improve future responses.

- Iterate on the team's playbooks, response templates, escalation criteria, and SOPs based on experience.

The ideal candidate has 6+ years of experience in social analytics, escalations management, customer support, or a related front-line operations role, preferably at a consumer or developer platform. They must possess deep knowledge of the social landscape, hands-on experience with social listening tools, excellent judgment under pressure, sharp written communication skills, and the ability to coordinate across functions in real-time.

The annual compensation range for this role is $210,000-$260,000 USD.

Anthropic offers competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space.

## Skills

### Required
- social analytics
- escalations management
- customer support
- social listening tools
- written communication

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/anthropic/jobs/5418858008?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)