Description
We are seeking an Operations Manager to build and lead a new pillar of our Platform Operations function: Community Operations & Executive Escalations. This role will stand up the team, processes, and infrastructure that protect Anthropic's reputation when high-stakes user issues surface on social media or arrive through executive channels.
As the Community Operations & Executive Escalations Manager, you will own end-to-end escalation management - detection, triage, incident coordination, and resolution- across two distinct but related workstreams: brand-impacting conversations on public social channels and high-sensitivity inbound from Anthropic employees on behalf of users.
Responsibilities:
- Hire, lead, and develop a high-performing team of Community Operations specialists, covering detection through resolution
- Build the function from zero: stand up social listening infrastructure, define escalation criteria and severity tiers, author the incident management SOP, and establish coverage hours and on-call schedules
- Own social monitoring across public channels - triaging brand mentions and running escalations to resolution
- Own executive escalations end to end: receive inbound from Anthropic executives on behalf of users, lead your team in quarterbacking investigation and coordinate remediation across partner teams
- Serve as the central coordination point during live escalations and drive public/private response decisions to closure
- Build clear operating models with cross-functional teams so every stakeholder knows exactly where to send an escalation and what happens next
- Define and report on success metrics (time to triage, time to resolution, escalation volume by source) and run post-incident reviews that feed learnings back into criteria and process
- Develop response templates and playbooks for common scenarios so the team can move fast without sacrificing quality or judgment
- Provide thoughtful coaching and feedback to your direct reports, and partner with them on their career development and growth
Requirements:
- 8+ years of experience in community operations, escalations management, or a related field - ideally in a consumer or developer platform environment
- 5+ years of people management experience, preferably in a fast-growing technology company
- Direct experience running incident or escalation workflows: you've been the person managing the channel, paging the on-call, and writing the post-incident report
- Familiarity with social listening tooling and the dynamics of how issues spread across public social platforms
- Excellent judgment under pressure in reading a fast-moving situation, separating signal from noise, and making calls with incomplete information
- Proven track record of building operational programs from 0 to 1: writing the SOP, defining the criteria, standing up the tooling, and then iterating as reality breaks your assumptions
- Strong cross-functional influence and ability to align teams around a shared plan in real time, even when incentives differ
- Clear, concise written communication - you can brief an executive in three sentences and document an incident so the next person can learn from it
- Comfort with ambiguity and a bias toward action; this team doesn't exist yet and you'll be defining what good looks like
- Excitement about protecting Anthropic's reputation and relationships at a moment when public attention on AI has never been higher
Salary:
The annual compensation range for this role is $260,000-$310,000 USD.