Product Manager (Technical), Product Support Experience

Location: San Francisco, CA or New York City, NY; hybrid, with staff expected to work from one of the offices at least 25% of the time.

Annual salary: $385,000–$460,000 USD.

Company

Anthropic builds reliable, interpretable, and steerable AI systems intended to be safe and beneficial for users and society.

What you will do

• Own the end-to-end customer and Product Support experience, from recurring support drivers to shipped product fixes.
• Define the Claude-based AI support layer, including what Claude resolves independently, what it escalates, and how it hands diagnosed cases to the right team.
• Build the support-to-product feedback loop for case classification, recurring-driver detection, ownership, bug filing, recommended fixes, and confirmation that shipped fixes reduce case volume.
• Own the support experience roadmap, escalation paths for billing, fraud, and high-visibility cases, and metrics including case volume, root-cause fixes, response time, and CSAT.
• Partner with Product Support Operations, AI Support, Billing, Fraud, Product Engineering, engineering, and data science to scale support systems, data pipelines, and agent tooling.
• Make prioritization decisions across intake reduction, response time, cost, and quality, and communicate them to Product Support and senior leadership.

Requirements

• 7+ years of product management experience, with deep exposure to support systems, customer operations tooling, billing or payments, or internal platforms serving operations teams.
• Experience taking technical platform products from infancy to scale, including building a product from the ground up for demanding internal or external engineering customers.
• Experience balancing the needs of multiple personas, making prioritization trade-offs, and communicating decisions clearly.
• Ability to understand complex technical systems such as case routing, billing and payments flows, LLM-based agents, and data pipelines, and translate them into a comprehensive product vision.
• Ability to work credibly with engineers on failed-payment traces, explain prioritization to support specialists, and communicate intake trends to leadership.
• A strong perspective on how AI changes support when an agent can diagnose, file, and help fix the underlying product issue.
• Experience scaling an LLM-based product or experience from prototype to real volume, including understanding quality drift, cost, latency, and user-trust challenges.
• Resourcefulness and ability to deliver in a fast-moving environment.
• Bachelor’s degree or an equivalent combination of education, training, and experience; relevant field of study demonstrated through coursework, training, or professional experience.

Nice to have

• Experience building or scaling systems behind a high-volume support operation for consumer or developer products, including case data pipelines, driver analytics, or LLM-based support agents.
• Experience shipping an LLM-based support or operations agent in production and understanding trust, escalation, and quality-measurement challenges.
• Experience defining and operationalizing contact-rate or case-deflection metrics, including how those metrics change when product fixes eliminate support drivers.
• Experience scaling through hypergrowth in support-heavy environments such as consumer subscriptions, developer platforms, or fintech.
• Experience getting product and engineering teams to own support drivers through clear evidence and product-quality practices.

Culture & Benefits

• Collaborative environment focused on high-impact AI research and trustworthy, steerable AI.
• Competitive compensation, flexible working hours, generous vacation and parental leave, and an office environment for collaboration.
• Optional equity donation matching.
• Visa sponsorship may be available, with reasonable efforts and immigration-lawyer support for eligible offers.
• Emphasis on communication, diverse perspectives, and frequent research discussions.