Social Escalations Program Manager
Core
Founding member of Community & Executive Escalations, protecting Anthropic's reputation by monitoring public social platforms, triaging high-stakes user issues, and managing social escalations end-to-end.
Role type
Senior Program Manager (Social Escalations)
Builds
Playbooks, escalation criteria, tooling solutions, SOPs, and real-time social reports for incident resolution
Domain
AI Safety / Social Media Operations / Reputation Management
Deliverable
Dashboards & analysis
Required skills
Social analytics, escalations management, social listening tools, judgment under pressure, written communication, cross-functional coordination, pattern detection, comfort with ambiguity
Preferred skills
Experience at consumer or developer platforms, API pipeline design, report building
Technologies
Social listening tools, API pipelines
Responsibilities
Monitor public social channels for brand mentions and triage escalations; Own social escalations end-to-end during coverage hours; Build real-time social reports to drive actionable recommendations; Write clear post-escalation reports; Iterate on playbooks, response templates, and SOPs based on real cases
Seniority
Senior, hands-on IC