Incident Response Manager, Enforcement

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