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. Claude will be the primary operator of that support experience. Your north star is fewer support cases per user, and whole categories of cases eliminated, even as the product grows.

Responsibilities

Partner with Product Support Operations, AI Support, and product engineering teams to own the systems behind the support experience end to end; Define the end-to-end experience Claude delivers, from diagnosing and resolving or escalating a billing failure to filing bugs, confirming customer resolution, and confirming categories go away after fixes ship; 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 metrics showing whether contact rate is falling; Deeply understand the needs of Product Support Operations, AI Support, Billing, Fraud, and product engineering teams; Define and iterate on the support-to-product loop, including case classification, recurring driver surfacing, named driver ownership, and fix impact confirmation; Own the customer's experience of getting unblocked; Minimize the blast radius of novel issues by catching new drivers at first reports and prioritizing fixes; Partner with engineering and data science to build systems that scale, including Claude as first responder, driver detection pipelines, and tooling for handing diagnosed cases to the right team; 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, communicating prioritization decisions to Product Support and senior leadership; Build conviction about support when Claude is the primary operator and translate it into a roadmap

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, and of making prioritization trade-offs between them and communicating them clearly; Ability to internalize complex technical systems (case routing, billing and payments flows, LLM-based agents, data pipelines) and translate that understanding into a comprehensive product vision; Fluent across functions: credible reading a failed-payment trace with engineers, walking a specialist through why a driver got deprioritized, and explaining intake trends to leadership; A strong thesis on how AI changes support, including what happens when the agent that answers the case can also diagnose, file, and fix what caused it; Experience scaling an LLM-based product or experience from prototype to real volume, with a clear view of quality drift, cost, latency, and user trust; Scrappy and resourceful, doing what it takes to get things done in a fast-moving environment; 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

Nice to have

Built or scaled the systems behind a high-volume support operation for consumer or developer products: case data pipelines, driver analytics, or LLM-based support agents; Shipped an LLM-based support or operations agent in production and understand the trust, escalation, and quality-measurement problems that come with it; Defined and operationalized contact-rate or case-deflection metrics, with a point of view on how those metrics change when the fix ships in the product instead of the help center; Scaled through hypergrowth in support-heavy environments (consumer subscriptions, developer platforms, or fintech); Experience getting product and engineering teams to own support drivers, with proven evidence of driving ownership through clear evidence and product quality

Benefits

Competitive compensation and benefits; Optional equity donation matching; Generous vacation and parental leave; Flexible working hours; Lovely office space to collaborate with colleagues