Executive Escalations Manager at Anthropic

<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 Executive Escalations Manager to be a founding member of a new pillar of our Operations organization: Community & Executive Escalations. This role is the front line of how Anthropic protects its reputation when high-stakes user issues surface through executive channels. You'll help stand up the function from scratch and operate it day-to-day. You'll be the person building the playbooks and escalation criteria, triaging incoming escalations, and running them to resolution alongside cross-functional partners. 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>Build the team's playbooks, escalation criteria, tooling solutions, and SOPs to successfully manage escalations coming from Anthropic’s executive team</li> <li>Own executive 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>Write clear post-escalation reports that capture what happened, what we did, and what should change—so the next escalation is easier than the last</li> <li>Lead a recurring escalations insights forum: identify patterns across escalations and drive the resulting product and policy changes with partner teams</li> </ul> <h2><strong>You may be a good fit if you have:</strong></h2> <ul> <li>6+ years of experience in escalation management, trust & safety operations, customer support, or a related front-line operations role—ideally at a consumer or developer platform.</li> <li>Direct, hands-on experience running incidents or escalations: you've been the person investigating the issue, coordinating R&R with XFN partners, and writing executive comms.</li> <li>Sharp written communication—you can brief a senior leader in three sentences and document an incident so the next responder can pick it up cold</li> <li>Excellent judgment under pressure</li> <li>Comfort coordinating across functions in real time and influencing partners without positional authority</li> <li>A pattern-detection mindset—you spot the second-order issue beneath the first-order complaint and surface it to the right people</li> <li>Comfort with ambiguity and a bias toward action; this team is brand new and you'll be helping define what good looks like as you operate</li> <li>Excitement about protecting Anthropic's reputation and relationships at a moment when public attention on AI has never been higher</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>The annual compensation range for this role is listed below. </p> <p>For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.</p></div><div class="title">Annual Salary:</div><div class="pay-range"><span>$210,000</span><span class="divider">—</span><span>$260,000 USD</span></div></div></div><div class="content-conclusion"><h2><strong>Logistics</strong></h2> <p><strong>Minimum education: </strong>Bachelor’s degree or an equivalent combination of education, training, and/or experience</p> <p><strong>Required field of study: </strong>A field relevant to the role as demonstrated through coursework, training, or professional experience</p> <p><strong>Minimum years of experience: </strong>Years of experience required will correlate with the internal job level requirements for the position</p> <p><strong>Location-based hybrid policy:</strong> Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.</p> <p

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