Product Manager (Technical), Product Support Experience

About Anthropic:

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.

About the role:

As a Product Manager, Technical, you will own and be responsible for building a world class support experience for Anthropic's customers and the Product Support team. You will partner with Product Support Operations, AI Support, Billing, Fraud, and Product Engineering teams to build the systems that decide how Anthropic's users get unblocked when something goes wrong, and how what they report turns into product fixes. Claude will be the primary operator of that support experience.

• Partner with Product Support Operations, AI Support, and product engineering teams to own the systems behind the support experience end to end, including the path from a recurring support driver to a shipped product fix, the Claude-based AI support layer, and the tooling that helps human agents resolve remaining cases quickly and accurately.
• Your north star is fewer support cases per user, and whole categories of cases eliminated, even as the product grows. You decide where to start.
• You will define the end-to-end experience Claude delivers, from diagnosing a billing failure to confirming the category goes away once the fix ships.
• You will define and own the strategy and roadmap for the support-to-product feedback loop, including escalation paths for billing, fraud, and high-visibility cases, and the metrics that show whether contact rate is falling.

Responsibilities:

• Deeply understand the needs of Product Support Operations, AI Support, Billing, Fraud, and the product engineering teams that own support drivers.
• Define and iterate on the support-to-product loop, including case classification, near real-time driver surfacing, named driver ownership, and confirmation that fixes decrease case volume. Own the associated metrics, including inbound case volume by driver, drivers fixed at the root, and time from first case to shipped fix.
• Own the customer's experience of getting unblocked, including how quickly users reach resolution and how little friction they encounter.
• Minimize the blast radius of novel issues by catching each new driver at its first reports, assessing impact, and prioritizing fixes while the affected group is small.
• Partner with engineering and data science to build systems that scale, including Claude as the first responder, the data pipeline behind driver detection, and tooling that hands diagnosed cases to the right team.
• Drive product strategy and roadmap for the in-house Claude support layer, including what Claude resolves on its own, what it escalates and to whom, and how far it goes toward filing and fixing underlying product issues.
• Own the trade-off framework between intake reduction, response time, cost, and quality, and communicate prioritization decisions to Product Support and senior leadership.
• Build conviction about what support looks like when Claude is the primary operator, and translate that into a roadmap.

You may be a good fit if you have:

• 7+ years of product management experience, with deep exposure to support systems, customer operations tooling, billing or payments, or internal platforms that serve operations teams.
• Experience taking technical platform products from infancy to scale.
• A track record of building products that balance the needs of multiple personas and making prioritization trade-offs between them.
• Ability to internalize complex technical systems such as case routing, billing and payments flows, LLM-based agents, and data pipelines.
• Fluency across functions, from reading a failed-payment trace with engineers to explaining intake trends to leadership.
• A strong thesis on how AI changes support.
• Experience scaling an LLM-based product from prototype to real volume, including quality drift, cost, latency, and user trust.
• Scrappy and resourceful, with a bias toward getting things done in a fast-moving environment.

Strong candidates may have:

• Built or scaled the systems behind a high-volume support operation for consumer or developer products.
• Shipped an LLM-based support or operations agent in production.
• Defined and operationalized contact-rate or case-deflection metrics.
• Scaled through hypergrowth in support-heavy environments such as consumer subscriptions, developer platforms, or fintech.
• Experience getting product and engineering teams to own support drivers.

Compensation:

The annual salary range for this role is $385,000 to $460,000 USD. For sales roles, the range is On Target Earnings, including commissions and base salary.

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: Correlates with internal job level requirements.
• Location-based hybrid policy: Staff are expected to be in an office at least 25% of the time, and some roles may require more.
• Visa sponsorship: Anthropic sponsors visas for some roles and candidates, and retains an immigration lawyer to help with this.
• Candidates are encouraged to apply even if they do not meet every qualification.

How we're different:

We believe the highest-impact AI research will be big science. We work as a single cohesive team on a few large-scale research efforts, value impact toward steerable, trustworthy AI, and view AI research as an empirical science. We greatly value communication skills.

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 collaborative office space.