Community Operations & Executive Escalations Manager Full Time

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.

Annual Salary:

$260,000 – $310,000 USD

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.

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