Community Operations & Executive Escalations Manager
Anthropic · San Francisco, CA | New York City, NY | Seattle, WA
About this role
About Anthropic
Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.
About the role
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. You'll 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. The ideal candidate combines calm-under-fire incident judgment with the operational rigor to build durable systems.
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
You may be a good fit if you have:
- 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
The annual compensation range for this role is listed below.
For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.
Logistics
Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience
Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience
Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position
Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.
Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.
We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team.
Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters only contact you from @anthropic.com email addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money, fees, or banking information before your first day. If you're ever unsure about a communication, don't click any links—visit anthropic.com/careers directly for confirmed position openings.
How we're different
We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact — advancing our long-term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.
The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic, including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.
Come work with us!
Anthropic is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues. Guidance on Candidates' AI Usage: Learn about our policy for using AI in our application process
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