The opportunity
We're seeking an experienced Executive Escalations Manager to be a founding member of a new pillar of our Operations organization: Community & Executive Escalations. This role is the front line of how Anthropic protects its reputation when high-stakes user issues surface through executive channels.
What you'll do
Build the team's playbooks, escalation criteria, tooling solutions, and SOPs: to successfully manage escalations coming from Anthropic’s executive team
Own executive escalations end-to-end during your coverage hours
Communicate crisply with internal stakeholders: brief executives on live situations, give Comms partners the facts they need, and keep incident channels useful and current
Write clear post-escalation reports that capture what happened, what we did,: and what should change—so the next escalation is easier than the last
Lead a recurring escalations insights forum: identify patterns across escalations and drive the resulting product and policy changes with partner teams
+ years of experience in escalation management, trust & safety operations,: customer support, or a related front-line operations role—ideally at a consumer or developer platform.
What they're looking for
- Direct, hands-on experience running incidents or escalations: you've been the person investigating the issue, coordinating R&R with XFN partners, and writing executive comms.
- Sharp written communication—you can brief a senior leader in three sentences: and document an incident so the next responder can pick it up cold
- Excellent judgment under pressure
- Comfort coordinating across functions in real time and influencing partners without positional authority
