Community & Executive Escalations Program Manager

<div class="content-intro"><h2><strong>About Anthropic</strong></h2> <p>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.</p></div><p>We are seeking an experienced Program Manager to be a founding member of a new pillar of our Operations organization: Community &amp; Executive Escalations. This role is the front line of how Anthropic protects its reputation when high-stakes user issues surface on social media or arrive through executive channels. You'll be the person actively monitoring public conversations, triaging incoming escalations, opening and managing incidents, and running them to resolution alongside cross-functional partners. You'll help stand up the function from scratch and operate it day-to-day. The ideal candidate combines calm-under-fire judgment with sharp written communication and a bias toward action.</p> <h2><strong>Responsibilities:</strong></h2> <ul> <li>Own incidents and executive escalations end-to-end during your coverage hours</li> <li>Actively monitor public social channels for brand mentions, surfacing potential escalations and triaging them against defined criteria</li> <li>Communicate crisply with internal stakeholders: brief executives on live situations, give Comms partners the facts they need, and keep incident channels useful and current</li> <li>Write clear post-incident reports that capture what happened, what we did, and what should change—so the next escalation is easier than the last</li> <li>Help iterate on the team's playbooks, response templates, escalation criteria, and SOPs based on what you learn running real cases</li> <li>Spot patterns across escalations and surface them to the right partners (e.g., recurring product bugs masquerading as one-off complai