The base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. If the role is non-exempt, overtime pay will be provided consistent with applicable laws. In addition to the salary range listed above, total compensation also includes generous equity, performance-related bonus(es) for eligible employees, and the following benefits.

• Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts

• Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)

• 401(k) retirement plan with employer match

• Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)

• Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees

• 13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time (1 hour per 30 hours worked, or more, as required by applicable state or local law)

• Mental health and wellness support

• Employer-paid basic life and disability coverage

• Annual learning and development stipend to fuel your professional growth

• Daily meals in our offices, and meal delivery credits as eligible

• Relocation support for eligible employees

• Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided.

About the Team

At OpenAI, our Trust, Safety & Risk Operations teams safeguard our products, users, and the company from abuse, fraud, scams, regulatory non-compliance, and other emerging risks. We operate at the intersection of operations, compliance, user trust, and safety working closely with Legal, Policy, Engineering, Product, Go-To-Market, and external partners to ensure our platforms are safe, compliant, and trusted by a diverse, global user base.

About the Role

We’re looking for experience Trust, Safety, and Risk Operations analysts who have subject matter expertise in one or more of the following areas: policy enforcement and content moderation, fraud and scam prevention, developer risk, or privacy and regulatory escalations. You’ll be on the front lines of safety escalation management, helping to triage and resolve urgent and sensitive cases. You’ll work across subject matter areas, systems, and processes to ensure operational excellence, develop process improvements and automations, and surface insights and trends.

In This Role, You Will:

• Handle and resolve high-priority cases across all harm and risk areas, ensuring timely and appropriate resolution in line with policy and legal requirements.

• Operate across multiple systems and tools to manage user reports and tickets, internal escalations, and other high priority investigations.

• Act as incident manager for escalations requiring nuanced policy, legal, or regulatory interpretation.

• Identify and implement process improvements and automation opportunities to increase efficiency, accuracy, and coverage.

• Conduct quality reviews and provide feedback to improve consistency across global teams.

• Analyze trends and generate insights from escalation and case data to inform policy, product, model behavior, or detection improvements.

• Maintain exceptional accuracy, judgment, and composure under pressure when handling sensitive or time-critical situations.

• Participate in 24/7 on-call rotation, including off-hours and weekend coverage as needed.

You Might Thrive in This Role If You:

• Have 5+ years of experience in trust & safety, content moderation, investigations, fraud, or developer risk operations.

• Have experience working in incident response, law enforcement response, or escalations management.

• Leverage OpenAI technology to enhance workflows, improve decision-making, and scale operational impact.

• Bring deep domain expertise in your specialization area and familiarity with relevant legal, policy, and technical frameworks.

• Have a track record of scaling operations, building processes, and working cross-functionally to improve performance and safety outcomes.

• Possess exceptional analytical skills able to detect patterns, assess risk, and recommend policy or product changes based on evidence.

• Communicate with clarity, empathy, and precision especially in sensitive user-facing contexts.

• Thrive in ambiguous, high-autonomy environments and balance speed with diligence.

• Are comfortable with frequent context switching, managing multiple projects, and prioritizing impact.

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You'll own end-to-end escalation management - detection, triage, incident coordination, and resolution- across two distinct but related workstreams: brand-impacting conversations on public social channels and high-sensitivity inbound from Anthropic employees on behalf of users. The ideal candidate combines calm-under-fire incident judgment with the operational rigor to build durable systems.

Responsibilities:

• Hire, lead, and develop a high-performing team of Community Operations specialists, covering detection through resolution
• Build the function from zero: stand up social listening infrastructure, define escalation criteria and severity tiers, author the incident management SOP, and establish coverage hours and on-call schedules
• Own social monitoring across public channels - triaging brand mentions and running escalations to resolution
• Own executive escalations end to end: receive inbound from Anthropic executives on behalf of users, lead your team in quarterbacking investigation and coordinate remediation across partner teams
• Serve as the central coordination point during live escalations and drive public/private response decisions to closure
• Build clear operating models with cross-functional teams so every stakeholder knows exactly where to send an escalation and what happens next
• Define and report on success metrics (time to triage, time to resolution, escalation volume by source) and run post-incident reviews that feed learnings back into criteria and process
• Develop response templates and playbooks for common scenarios so the team can move fast without sacrificing quality or judgment
• Provide thoughtful coaching and feedback to your direct reports, and partner with them on their career development and growth

You may be a good fit if you have:

• 8+ years of experience in community operations, escalations management, or a related field - ideally in a consumer or developer platform environment
• 5+ years of people management experience, preferably in a fast-growing technology company
• Direct experience running incident or escalation workflows: you've been the person managing the channel, paging the on-call, and writing the post-incident report
• Familiarity with social listening tooling and the dynamics of how issues spread across public social platforms
• Excellent judgment under pressure in reading a fast-moving situation, separating signal from noise, and making calls with incomplete information
• Proven track record of building operational programs from 0 to 1: writing the SOP, defining the criteria, standing up the tooling, and then iterating as reality breaks your assumptions
• Strong cross-functional influence and ability to align teams around a shared plan in real time, even when incentives differ
• Clear, concise written communication - you can brief an executive in three sentences and document an incident so the next person can learn from it
• Comfort with ambiguity and a bias toward action; this team doesn't exist yet and you'll be defining what good looks like
• Excitement about protecting Anthropic's reputation and relationships at a moment when public attention on AI has never been higher

The annual compensation range for this role is $260,000-$310,000 USD.

Logistics:

• Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience
• Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience
• Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position
• Location-based hybrid policy: 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.
• Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work.

Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters only contact you from @anthropic.com email addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money, fees, or banking information before your first day. If you're ever unsure about a communication, don't click any links,visit anthropic.com/careers directly for confirmed position openings.

How we're different:

We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact , advancing our long-term goals of steerable, trustworthy AI , rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.

The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic, including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.

Come work with us!

Anthropic is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues. Guidance on Candidates' AI Usage: Learn about our policy for using AI in our application process

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As the Community Operations & Executive Escalations Manager, you will own end-to-end escalation management - detection, triage, incident coordination, and resolution- across two distinct but related workstreams: brand-impacting conversations on public social channels and high-sensitivity inbound from Anthropic employees on behalf of users.

Responsibilities:

• Hire, lead, and develop a high-performing team of Community Operations specialists, covering detection through resolution
• Build the function from zero: stand up social listening infrastructure, define escalation criteria and severity tiers, author the incident management SOP, and establish coverage hours and on-call schedules
• Own social monitoring across public channels - triaging brand mentions and running escalations to resolution
• Own executive escalations end to end: receive inbound from Anthropic executives on behalf of users, lead your team in quarterbacking investigation and coordinate remediation across partner teams
• Serve as the central coordination point during live escalations and drive public/private response decisions to closure
• Build clear operating models with cross-functional teams so every stakeholder knows exactly where to send an escalation and what happens next
• Define and report on success metrics (time to triage, time to resolution, escalation volume by source) and run post-incident reviews that feed learnings back into criteria and process
• Develop response templates and playbooks for common scenarios so the team can move fast without sacrificing quality or judgment
• Provide thoughtful coaching and feedback to your direct reports, and partner with them on their career development and growth

Requirements:

• 8+ years of experience in community operations, escalations management, or a related field - ideally in a consumer or developer platform environment
• 5+ years of people management experience, preferably in a fast-growing technology company
• Direct experience running incident or escalation workflows: you've been the person managing the channel, paging the on-call, and writing the post-incident report
• Familiarity with social listening tooling and the dynamics of how issues spread across public social platforms
• Excellent judgment under pressure in reading a fast-moving situation, separating signal from noise, and making calls with incomplete information
• Proven track record of building operational programs from 0 to 1: writing the SOP, defining the criteria, standing up the tooling, and then iterating as reality breaks your assumptions
• Strong cross-functional influence and ability to align teams around a shared plan in real time, even when incentives differ
• Clear, concise written communication - you can brief an executive in three sentences and document an incident so the next person can learn from it
• Comfort with ambiguity and a bias toward action; this team doesn't exist yet and you'll be defining what good looks like
• Excitement about protecting Anthropic's reputation and relationships at a moment when public attention on AI has never been higher

Salary:

The annual compensation range for this role is $260,000-$310,000 USD.

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Location

San Francisco

Employment Type

Full time

Department

Strategy & Operations

Compensation

• $185K – $260K • Offers Equity

The base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. If the role is non-exempt, overtime pay will be provided consistent with applicable laws. In addition to the salary range listed above, total compensation also includes generous equity, performance-related bonus(es) for eligible employees, and the following benefits.

• Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts

• Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)

• 401(k) retirement plan with employer match

• Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)

• Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees

• 13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time (1 hour per 30 hours worked, or more, as required by applicable state or local law)

• Mental health and wellness support

• Employer-paid basic life and disability coverage

• Annual learning and development stipend to fuel your professional growth

• Daily meals in our offices, and meal delivery credits as eligible

• Relocation support for eligible employees

• Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided.

More details about our benefits are available to candidates during the hiring process.

This role is at-will and OpenAI reserves the right to modify base pay and other compensation components at any time based on individual performance, team or company results, or market conditions.

About the Team

OpenAI’s mission is to ensure that general-purpose artificial intelligence benefits all of humanity. The Strategy & Operations team is responsible for driving cross-company readiness and response for critical moments and partners across the organization to manage both org and company-critical programs. Candidates should have a high level of maturity, strong executive presence, and strong judgment in complex high-profile situations.

About the Role

We are seeking a strong candidate with a proven ability to work with technical teams and also manage internal alignment for critical events, including major product launches, SEVs, and external events that could impact our users and products. This role will work closely with functional teams, with a particular focus on those working on product and trust & safety issues.

This role is based in San Francisco, CA. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.

In this role, you will:

• Program manage special projects across Strategy and company-wide initiatives, requiring strong planning, cross-functional coordination, and familiarity with product teams — with a focus on safety and product support.

• Absorb a significant amount of information from a variety of inputs to frame decisions and communicate clear updates, recommendations, and trade-offs for product focused audience and executive audience.

• Drive processes across various teams to ensure a unified, efficient response during critical periods.

• Actively collaborate with cross-functional teams to ensure effective prioritization and response to fast-moving issues

• Help expand and mature our rapid response tool-kit with hands on investment and testing of new tools for adoption within team and key playbook development

• Identify and prioritize emerging risks and escalations, support sensitive investigations, product mitigations and red-teaming.

• Availability to support team-oncall and on-call work on weekends (when assigned)

You might thrive in this role if you:

• 6–10 years proven experience working with Product/ technical teams, Program Management, Crisis Management, Escalations Management, Consulting or a similar role

• Demonstrated ability to work on and understand technically complex projects and program manage workflows.

• Experience working in product and product teams, with a focus on integrity, operations and trust & safety.

• Demonstrated ability to clearly communicate challenges, recommendations and trade-offs under pressure.

• Outstanding organizational and written communication skills, including drafting executive level briefs or reports.

• A proven track record of effectively prioritizing and managing workloads, demonstrating a strong commitment to delivering high-quality results.

• Can collaborate with product and safety teams to create systems/tools to facilitate internal processes and rapid response to critical events.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.

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