Community Operations & Executive Escalations Manager
Anthropic, Seattle, WA, United States
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
Compensation & Benefits The annual compensation range for this role is listed below. The range includes both base salary and target incentives where applicable.
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.
Visa sponsorship:
We do sponsor visas; we will make reasonable efforts to obtain one if we make you an offer, with support from an immigration lawyer as needed.
Applicant Guidance We encourage you to apply even if you do not meet every single qualification. Not all strong candidates will meet every qualification as listed. We think AI systems have enormous social and ethical implications, and we strive to include a range of diverse perspectives on our team.
Safety & Authenticity Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters contact candidates from @anthropic.com email addresses. Legitimate recruiters will never ask for money, fees, or banking information before your first day. If unsure, visit anthropic.com/careers for confirmed openings.
How We're Different We believe high-impact AI research is best pursued through big science where we can focus on a few large-scale efforts with broad impact. We value communication skills and collaboration, and we host frequent discussions to ensure we pursue high-impact work. Our recent directions include GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.
Join 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 collaborative office environment. Guidance on Candidates' AI Usage is available in our application process.
#J-18808-Ljbffr
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
Compensation & Benefits The annual compensation range for this role is listed below. The range includes both base salary and target incentives where applicable.
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.
Visa sponsorship:
We do sponsor visas; we will make reasonable efforts to obtain one if we make you an offer, with support from an immigration lawyer as needed.
Applicant Guidance We encourage you to apply even if you do not meet every single qualification. Not all strong candidates will meet every qualification as listed. We think AI systems have enormous social and ethical implications, and we strive to include a range of diverse perspectives on our team.
Safety & Authenticity Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters contact candidates from @anthropic.com email addresses. Legitimate recruiters will never ask for money, fees, or banking information before your first day. If unsure, visit anthropic.com/careers for confirmed openings.
How We're Different We believe high-impact AI research is best pursued through big science where we can focus on a few large-scale efforts with broad impact. We value communication skills and collaboration, and we host frequent discussions to ensure we pursue high-impact work. Our recent directions include GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.
Join 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 collaborative office environment. Guidance on Candidates' AI Usage is available in our application process.
#J-18808-Ljbffr