Community & Executive Escalations Program Manager (AI)

TL;DR

Community & Executive Escalations Program Manager (AI): Managing high-stakes user escalations and brand reputation across social media and executive channels with an accent on incident response and cross-functional coordination. Focus on building the escalation function from scratch, triaging critical issues, and establishing operational playbooks.

Location: Hybrid: Must be based in San Francisco, CA or New York City, NY (at least 25% office presence required)

Salary: $210,000 - $260,000 USD

Company

A public benefit corporation dedicated to creating reliable, interpretable, and steerable AI systems.

What you will do

• Lead high-stakes incidents and executive escalations end-to-end.
• Monitor social channels for brand mentions and triage potential crises.
• Brief executives and collaborate with Communications partners on live situations.
• Draft detailed post-incident reports to improve future response processes.
• Develop and iterate on team playbooks, response templates, and SOPs.
• Analyze escalation patterns to identify recurring product bugs or messaging gaps.

Requirements

• 6+ years of experience in community/trust & safety operations or escalations.
• Hands-on experience running incidents, paging on-call, and writing post-mortems.
• Strong judgment under pressure and sharp written communication skills.
• Ability to influence cross-functional partners without positional authority.
• Familiarity with social listening tools and viral patterns on social platforms.
• Bachelor's degree or equivalent experience.

Culture & Benefits

• Competitive compensation with optional equity donation matching.
• Generous vacation and parental leave policies.
• Flexible working hours and collaborative office environments.
• Visa sponsorship support available for qualifying candidates.
• Strong commitment to diversity and inclusive representation in AI.