Community & Executive Escalations Program Manager
Core
Front-line operations role protecting company reputation by monitoring public social channels, triaging high-stakes user escalations, and managing incidents to resolution.
Role type
Senior Program Manager (Founding Member)
Builds
Incident response workflows, escalation playbooks, and SOPs for a new Operations pillar
Domain
AI Safety & Trust Operations
Deliverable
client delivery
Required skills
incident management, social listening, crisis communication, pattern detection, cross-functional coordination, post-incident reporting, playbook iteration
Preferred skills
experience in community operations, trust & safety, or customer support escalations at a consumer/developer platform
Technologies
social listening tooling
Responsibilities
Own incidents and executive escalations end-to-end; monitor public social channels for brand mentions; communicate crisply with internal stakeholders; write clear post-incident reports; iterate on team playbooks and SOPs; spot patterns across escalations to surface root causes
Seniority
Senior, hands-on IC
