The opportunity
We're seeking an experienced Social Escalations Program 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 on public social platforms.
What you'll do
Build the team's playbooks, escalation criteria, tooling solutions, and SOPs: to successfully manage social escalations
Actively monitor public social channels for brand mentions, surfacing: potential escalations and triaging them against defined criteria
Own social 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
Build social reports in real-time, using the data to drive actionable: recommendations that quickly and effectively resolve live incidents and reduce reputational risk
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
What they're looking for
- Help iterate on the team's playbooks, response templates, escalation: criteria, and SOPs based on what you learn running real cases
- + years of experience in social analytics, escalations management, customer: support, or a related front-line operations role—ideally at a consumer or developer platform
- Deep knowledge of the social landscape and hands-on experience using social: listening tools (query writing, alert design, API pipelines, report building)
- Excellent judgment under pressure and have a strong instinct for how issues: spread across public social platforms
