Support Vendor Operations Manager

About Anthropic

Anthropics mission is to create reliable interpretable and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers engineers policy experts and business leaders working together to build beneficial AI systems.

About the Role

Anthropics Product Support organization is scaling rapidly to meet the needs of a fast-growing global customer base. As we build out tiered 24/7 enterprise support offerings our vendor and contractor partners are a critical lever for delivering consistent high-quality support across time zones and channels.

As the Support Vendor Operations Manager youll be the program management engine behind Anthropics vendor and contractor operations driving day-to-day performance SLA attainment quality and knowledge transfer across our partner sites. Youll work closely with vendor site leads and internal stakeholders to make sure our partners have what they need to perform stay current on Claudes products and deliver an excellent customer experience. You will focus on turning strategy and contracts into reliable measurable on-the-ground performance.

What Youll Do

Performance & SLA Management

• 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 Anthropics standards for accuracy safety and brand voice
• Close the loop between QA findings and coaching partnering with vendor site leads on agent-level performance
• Track CSAT and quality trends and translate them into concrete improvement plans

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 Were Looking For

• 36 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 youll work closely with vendor site leads Support Ops L&D and product teams
• Genuine curiosity about AI and enthusiasm for helping Anthropics 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: Bachelors 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 arent 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.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy so we urge you not to exclude yourself prematurely and to submit an application if youre interested in this work. We think AI systems like the ones were building have enormous social and ethical implications. We think this makes representation even more important and we strive to include a range of diverse perspectives on our team.

Your safety matters to us. To protect yourself from potential scams remember that Anthropic recruiters only contact you some cases we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money fees or banking information before your first day. If youre ever unsure about a communication dont click any linksvisit for confirmed position openings.

How were different

We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact advancing our long-term goals of steerable trustworthy AI rather than work on smaller and more specific puzzles. We view AI research as an empirical science which has as much in common with physics and biology as with traditional efforts in computer science. Were an extremely collaborative group and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such we greatly value communication skills.

The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic including: GPT-3 Circuit-Based Interpretability Multimodal Neurons Scaling Laws AI & Compute Concrete Problems in AI Safety and Learning from Human Preferences.

Come work with us!

Anthropic is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits optional equity donation matching generous vacation and parental leave flexible working hours and a lovely office space in which to collaborate with colleagues. Guidance on Candidates AI Usage:Learn aboutour policyfor using AI in our application process