Description
JOB TITLE: Support Vendor Operations Manager
LOCATION: San Francisco, CA | New York City, NY
ROLE DETAILS
As the Support Vendor Operations Manager, you'll be the program management engine behind Anthropic's vendor and contractor operations , driving day-to-day performance, SLA attainment, quality, and knowledge transfer across our partner sites.
YOU WILL
Monitor day-to-day vendor and contractor performance against SLAs and KPIs across all partner sites; surface risks early and drive corrective action
Run weekly and monthly performance reviews with vendor site leads; track trends and follow through on action items
Partner with Support Operations and WFM on capacity, scheduling, and shrinkage issues that affect SLA attainment
Escalate persistent performance issues to the Vendor Management Lead with clear data and recommended next steps
QUALITY PROGRAM
Run the quality program for vendor and contractor agents: calibration sessions, audits, and scorecards aligned to Anthropic's standards for accuracy, safety, and brand voice
Close the loop between QA findings and coaching, partnering with vendor site leads on agent-level performance
KNOWLEDGE TRANSFER & ENABLEMENT
Own the knowledge transfer process for new product launches, feature releases, and policy changes , making sure vendor and contractor teams are ready on day one
Maintain vendor- and contractor-facing resources (runbooks, macros, knowledge base articles, training materials) and keep them current as products evolve
Partner with Support Operations and Learning & Enablement to deliver ongoing enablement and refresher training
SERVE AS THE DAY-TO-DAY POINT OF CONTACT FOR VENDOR AND CONTRACTOR QUESTIONS ON PRODUCT, PROCESS, AND TOOLING
WHAT WE'RE LOOKING FOR
3–6 years of experience in support operations, vendor/BPO program management, or a related operational role
Track record of driving performance against SLAs and quality metrics in a customer support environment
Strong program management skills , you can run a recurring operating cadence, track action items, and follow through without being chased
Experience building and maintaining enablement content (runbooks, KB articles, training materials)
Comfortable working with data to spot trends and tell a clear story about performance
EXCELLENT CROSS-FUNCTIONAL COLLABORATION SKILLS , YOU'LL WORK CLOSELY WITH VENDOR SITE LEADS, SUPPORT OPS, L&D, AND PRODUCT TEAMS
GENUINE CURiosity ABOUT AI AND ENTHUSIASM FOR HELPING ANTHROPIC'S CUSTOMERS SUCCEED
NICE TO HAVE
Experience with tiered or paid enterprise support models
Familiarity with AI-augmented support workflows
BACKGROUND WORKING WITH FOLLOW-THE-SUN VENDOR OPERATIONS ACROSS AMER, EMEA, AND APAC
EXPERIENCE WITH INTERCOM OR SIMILAR SUPPORT TOOLING
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.