Social 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><h2>About the role</h2> <p>We're seeking an experienced Social Escalations 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 public social platforms.You'll help stand up the function from scratch and operate it day-to-day.&nbsp; You'll actively monitor brand and product conversations, triage emerging issues, and own social escalations end-to-end. During live escalations, you'll build real-time social reports that turn data into actionable recommendations to resolve issues quickly and reduce reputational risk. The ideal candidate pairs deep fluency in the social analytics landscape with calm judgment under pressure, sharp written communication, and a bias toward action.</p> <h2><strong>Key responsibilities</strong></h2> <ul> <li>Build the team's playbooks, escalation criteria, tooling solutions, and SOPs to successfully manage social escalations&nbsp;</li> <li>Actively monitor public social channels for brand mentions, surfacing potential escalations and triaging them against defined criteria</li> <li>Own social escalations end-to-end during your coverage hours</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>Build social reports in real-time, using the data to drive actionable recommendations that quickly and effectively resolve live incidents and re