Description

You will build and lead a new team handling high-stakes user issues on social media and executive channels. You'll own end-to-end escalation management, from detection to resolution, and build durable systems to protect Anthropic's reputation.

Requirements

• 8+ years in community operations or escalations management
• 5+ years people management experience
• Direct experience running incident or escalation workflows
• Familiarity with social listening tooling
• Strong cross-functional influence and communication skills

Responsibilities

• Hire, lead, and develop a team of Community Operations specialists
• Build social listening infrastructure, define escalation criteria and severity tiers
• Own social monitoring and executive escalations end to end
• Serve as central coordination point during live escalations
• Define and report on success metrics, run post-incident reviews