Executive Escalations Manager
About this role
Anthropic is building reliable, interpretable, and steerable AI systems to ensure technology remains safe and beneficial for society. The operations team is establishing a brand new Community and Executive Escalations pillar to handle high-stakes user issues and protect the organization's reputation. Operating as a founding member of this function, the incoming manager will build playbooks from scratch, triage incoming executive matters, and drive resolutions alongside cross-functional partners. Successful candidates typically combine calm judgment under pressure with sharp written communication and deep experience in frontline trust and safety operations.
What you will do
- Build the team's playbooks, escalation criteria, tooling solutions, and standard operating procedures to successfully manage escalations coming from the executive team.
- Own executive escalations end-to-end during coverage hours.
- Communicate crisply with internal stakeholders by briefing executives on live situations, providing facts to communications partners, and keeping incident channels current.
- Write clear post-escalation reports that capture incident details, actions taken, and recommended operational changes.
- Lead a recurring escalations insights forum to identify patterns and drive product and policy changes with partner teams.
What you need
- Bring six or more years of experience in escalation management, trust and safety operations, customer support, or a related frontline operations role.
- Possess direct, hands-on experience running incidents or escalations by investigating issues, coordinating roles and responsibilities with cross-functional partners, and writing executive communications.
- Demonstrate sharp written communication skills to brief senior leaders concisely and document incidents thoroughly.
- Maintain excellent judgment under pressure and comfort coordinating across functions in real time.
- Exhibit a pattern-detection mindset to spot second-order issues beneath first-order complaints and surface them appropriately.
- Display comfort with ambiguity and a bias toward action while helping define standards for a brand new team.
Benefits
- Competitive compensation
- Optional equity donation matching
- Generous vacation
- Generous parental leave
- Flexible working hours
Questions candidates ask
What is the remote or hybrid work policy?
The position follows a location-based hybrid policy where staff are expected to be in one of the offices at least 25% of the time. Some roles may require more frequent in-office presence.
What is the annual salary range for this role?
The annual salary range for this position is between $210,000 and $260,000 USD.
Does Anthropic offer visa sponsorship?
Yes, visa sponsorship is available for candidates. If an offer is made, the company will make every reasonable effort to secure a visa with the help of a retained immigration lawyer.