Product Manager (Technical), Product Support Experience

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, in partnership with the product teams that own the experience. 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.
• Target fewer support cases per user, eliminating whole categories of cases even as the product grows.
• Define the end-to-end experience Claude delivers: diagnosing billing failures, resolving or escalating issues, filing bugs with repro steps and proposed fixes, and following up with customers.
• Define and own the strategy and roadmap for the support-to-product feedback loop, including escalation paths and contact rate reduction metrics.

Responsibilities

• 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: classification, recurring driver detection in near real time, assigning owners, and confirming fix impact.
• Own the customer's experience of getting unblocked quickly with minimal friction.
• Minimize the blast radius of novel issues emerging from new models and product changes.
• Partner with engineering and data science to build scalable systems: Claude as first responder, data pipelines for driver detection, and handoff tooling.
• 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.
• Build conviction around support where Claude acts as the primary operator, staying ahead of volume growth.

Qualifications

Minimum Requirements

• 7+ years of product management experience, with deep exposure to support systems, customer operations tooling, billing/payments, or internal platforms serving operations teams.
• Experience taking technical platform products from infancy to scale.
• Track record of balancing needs across multiple personas and managing prioritization trade-offs.
• Ability to internalize complex technical systems (case routing, billing/payments flows, LLM-based agents, data pipelines).
• Fluency across technical and non-technical stakeholders.
• Experience scaling an LLM-based product or experience from prototype to real volume, managing quality drift, cost, latency, and user trust.
• Scrappy and resourceful in a fast-moving environment.

Strong Candidates May Have

• Built or scaled 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 (consumer subscriptions, developer platforms, or fintech).
• Experience driving product and engineering teams to take ownership of support drivers.

Logistics & Location

• Locations: San Francisco, CA | New York City, NY
• Location Policy: Expected in an office at least 25% of the time.