Incident Response Manager, Enforcement

Anthropic • San Francisco, CA | New York City, NY | Washington, DC • 2h ago

About the role

Anthropic's Safeguards team is responsible for enforcing our policies, protecting users, and ensuring our platform is not misused. As the Incident Response Manager, you'll own the operational backbone of how Safeguards responds when things need attention fast. You'll run our on-call program, drive the automation that lets a small team cover a growing surface area, and manage the sensitive cross-functional escalations that cut across Policy, Legal, Safeguards, Product, and Comms.

This role calls for someone who has managed scaled escalations and can build durable processes that hold up in fast-moving moments. It requires discernment, close coordination with cross-functional partners during high-stakes situations, and the ability to translate learnings from incidents into improvements to our safety systems.

Key responsibilities

On-call program ownership

Own the Enforcement On-Call program end-to-end: rotations, coverage models, and escalation paths
Establish and maintain on-call documentation, runbooks, and SOPs so that anyone stepping into the rotation has what they need to act quickly and consistently
Triage tooling issues affecting on-call operations and drive them to resolution with engineering partners
Report out regularly on inbound volume, response metrics, trend lines, and staffing needs to inform long-term investment

Cross-functional escalations

Serve as the primary point of contact for sensitive enforcement escalations that require cross-functional coordination across Policy, Legal, Safeguards, Product, and Comms
Absorb information from multiple inputs quickly, frame the decision cleanly, and communicate clear updates, recommendations, and trade-offs to both operational and executive audiences
Drive processes that keep teams aligned and moving during fast-changing situations, including sensitive investigations, product mitigations, and coordinated responses
Manage escalation pathways to law enforcement and NCMEC based on established referral criteria, and track referral volume and trends over time

Automation & program maturity

Identify the right repetitive operational work in the on-call and escalations pipeline and partner with engineering to automate it
Expand and mature our rapid response toolkit through hands-on investment in new tools, playbook development, and team adoption
Build dashboards and reporting that give the team and leadership a clear view of enforcement operational health
Continuously improve documentation, quality, and consistency as the program scales

Minimum qualifications

Background in trust and safety operations, incident response, escalations management, program management, or a closely related operational role at a technology company
Experience leading programs with meaningful cross-functional surface area, and comfort being the person others look to during an escalation
Ability to absorb a lot of information quickly and communicate clearly and concisely in writing and verbally during high-stakes moments
Experience coordinating with law enforcement, regulatory bodies, or other external compliance stakeholders
Comfort making judgment calls with incomplete information and knowing when to escalate
Ability to manage multiple concurrent workstreams without losing track of details
Availability to support team on-call and weekend coverage when assigned

Preferred qualifications

Experience building or materially improving automation in an operations context (routing, triage, auto-assignment, ticket enrichment)
Familiarity with regulatory reporting obligations in trust and safety (NCMEC, EU DSA, or similar frameworks)
Proficiency with data tools (SQL, dashboards, spreadsheets) sufficient to build and maintain reporting workflows