Social Escalations Program Manager (AI)

Location: San Francisco, CA; New York City, NY; or Seattle, WA. Hybrid policy: staff are expected to work from one of the offices at least 25% of the time, with some roles requiring more office attendance.

Annual salary: $210,000–$260,000 USD

Company

Anthropic builds reliable, interpretable, and steerable AI systems intended to be safe and beneficial for users and society.

What you will do

• Build playbooks, escalation criteria, tooling solutions, and standard operating procedures for social escalations.
• Monitor public social channels, identify emerging brand and product issues, and triage potential escalations.
• Own social escalations end-to-end during coverage hours and coordinate real-time incident response.
• Brief executives and internal stakeholders while providing Comms partners with clear, actionable facts.
• Create real-time social reports and recommendations to resolve incidents and reduce reputational risk.
• Write post-escalation reports and continuously improve response templates, criteria, and procedures.

Requirements

• 6+ years of experience in social analytics, escalation management, customer support, or related front-line operations, ideally for a consumer or developer platform.
• Deep knowledge of the social media landscape and hands-on experience with social listening tools, including query writing, alert design, API pipelines, and report building.
• Excellent judgment under pressure, strong written communication, and the ability to identify how issues spread across public platforms.
• Ability to coordinate across functions in real time and influence partners without positional authority.
• Comfort with ambiguity, pattern detection, and defining operating standards for a new function.
• Bachelor’s degree or equivalent education, training, or experience in a relevant field.

Culture & Benefits

• Collaborative environment focused on trustworthy, steerable AI and high-impact research.
• Competitive compensation with optional equity donation matching.
• Generous vacation and parental leave.
• Flexible working hours and office-based collaboration.
• Visa sponsorship is available, with reasonable efforts and immigration lawyer support for successful candidates, subject to role and candidate eligibility.

Hiring process

• Candidates should follow Anthropic’s guidance on AI usage during the application process.