Social Escalations Manager

Join Anthropic, a leading AI safety and research company, as a Social Escalations Manager. In this role, you will be responsible for managing high-stakes user issues on public social platforms, protecting the company's reputation. You will actively monitor brand and product conversations, triage emerging issues, and own social escalations end-to-end. The ideal candidate will have deep fluency in the social analytics landscape, calm judgment under pressure, sharp written communication, and a bias toward action.

• 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, communicating crisply with internal stakeholders and building real-time social reports.
• Help stand up the function from scratch and operate it day-to-day, building the team's playbooks, escalation criteria, tooling solutions, and SOPs.

• Comfort with ambiguity and a bias toward action; this team is brand new and you'll be helping define what good looks like as you operate
• Excellent judgment under pressure and have a strong instinct for how issues spread across public social platforms
• A pattern-detection mindset—you spot the second-order issue beneath the first-order complaint and surface it to the right people
• 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
• Excitement about protecting Anthropic's reputation and relationships at a moment when public attention on AI has never been higher
• Comfort coordinating across functions in real time and influencing partners without positional authority
• 6+ 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)
• 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
• Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience
• We encourage you to apply even if you do not believe you meet every single qualification