Product Manager (Technical), Product Support Experience

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, in partnership with the product teams that own the experience.

Your north star is fewer support cases per user, and whole categories of cases eliminated, even as the product grows.

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: how a case is classified, how recurring drivers are surfaced in near real-time with case examples and recommended fixes, and how each driver gets a named owner.
• Own the customer's experience of getting unblocked: how quickly a user reaches a resolution and how little friction they hit on the way.
• Minimize the blast radius of novel issues.
• Partner with engineering and data science to build the systems that scale with Anthropic’s growth.
• Drive product strategy and roadmap for the in-house Claude support layer.
• Own the trade-off framework between intake reduction, response time, cost, and quality.

Requirements:

• 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.
• Track record of building products that balance the needs of multiple personas.
• Ability to internalize complex technical systems and translate that understanding into a comprehensive product vision.
• Fluent across functions.
• A strong thesis on how AI changes support.
• Experience scaling an LLM-based product or experience from prototype to real volume.

Nice to 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.
• Experience getting product and engineering teams to own support drivers.