Technical Product Manager — AI Support & Product Ops

New York tech; New York (NY); Hybrid; USD 385,000 - 460,000; Full time

Job summary

Anthropic is seeking a Product Manager, Technical, to own the world-class support experience for customers and the Product Support team. You will partner with Product Support Operations, AI Support, Billing, Fraud and Product Engineering to design systems that unblock users and turn reports into concrete product fixes.

Your North Star is fewer support cases per user as the product grows. You will define end-to-end Claude support experiences, establish metrics, and shape the roadmap for the

Qualifications

• 7+ years of product management experience in support, operations tooling, billing, or internal platforms.
• Experience scaling technical platform products to scale for internal or external customers.
• Ability to balance needs of multiple personas and communicate trade-offs clearly.
• Experience with AI/ML-based support improvements and data pipelines.
• Experience scaling an LLM-based product or internal platform to high volume.

Responsibilities

• Own end-to-end support-to-product feedback loop and metrics.
• Define how Claude-based support layer diagnoses, escalates, and fixes issues.
• Partner with engineering and data science to build scalable systems.
• Define strategy and roadmap for Claude support layer.
• Manage trade-offs between intake reduction, cost, and quality.

Skills

Product management

AI/LLM awareness

Stakeholder alignment

Data-driven decisions

Operations tooling

Education

Bachelor’s degree

Tools

Case routing systems

Data pipelines

LLM-based support tooling

Job description

Anthropic is seeking a Product Manager, Technical, to own the world-class support experience for customers and the Product Support team. You will partner with Product Support Operations, AI Support, Billing, Fraud and Product Engineering to design systems that unblock users and turn reports into concrete product fixes.

Your North Star is fewer support cases per user as the product grows. You will define end-to-end Claude support experiences, establish metrics, and shape the roadmap for the