Support Vendor Operations Manager

About Anthropic

Anthropic’s 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:

Anthropic’s 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 partnerships will become a critical lever for delivering consistent, high-quality support across time zones and channels.

As the Support Vendor Operations Manager, you will be the dedicated operational owner of Anthropic’s support vendor footprint — ensuring our vendor partners deliver exceptional quality, ramp quickly on Claude’s products and policies, and scale alongside our growing customer base. You’ll serve as the DRI for day-to-day vendor performance, enablement, and quality within Product Support, partnering cross-functionally to operationalize vendor partnerships effectively. This is an early-stage function with real opportunity to shape how we build and manage our vendor ecosystem as we scale.

Responsibilities:

Performance & Quality Management

• Own day-to-day vendor performance across all support BPO partners; serve as the primary DRI for operational updates, issue resolution, and escalations
• Establish and manage SLAs, KPIs, and quality scorecards specific to support delivery; hold vendors accountable through regular business reviews
• Build calibration and audit programs to ensure vendor agents meet Anthropic’s standards for quality, safety, and brand voice
• Drive CSAT improvement through structured quality checks, feedback loops, and performance coaching
• Identify and escalate contract-level issues (performance violations, renegotiation triggers, compliance concerns) through appropriate internal channels

Vendor Sourcing & Contracting

• Support RFP processes and vendor evaluations; partner with Legal, Finance, and Procurement to structure contracts that are rigorous and operationally flexible
• Contribute to vendor portfolio decisions, including geographic coverage planning and channel alignment
• Manage vendor transitions when performance issues require it, including off-boarding and replacement planning

Enablement & Onboarding

• Design and own scalable onboarding programs that ramp vendor agents quickly on Anthropic’s products, policies, and workflows
• Partner with Support Operations and Learning & Education to ensure vendor teams have the right knowledge, training, and tooling to resolve customer questions effectively
• Own vendor readiness for new product launches, support tier expansions, and coverage model changes
• Build and maintain enablement materials, knowledge bases, and training curricula tailored to the vendor workforce

Operations & Capacity

• Serve as the primary point of contact for all support vendor partners across geographies
• Collaborate with Support Operations and the Contingent Workforce program on capacity planning and workforce modeling that incorporates vendor headcount
• Work with IT and Security to establish appropriate system access and credentialing for vendor workers
• Track and report on vendor spend and utilization in partnership with Finance

You may be a good fit if you have:

• 5–8 years of experience in vendor operations, support outsourcing, or BPO operations within a technical product company (SaaS, APIs, or developer tools preferred)
• Proven track record managing vendor agent quality, performance, and enablement at scale
• Strong command of SLA design, quality scorecards, and performance management frameworks
• Experience with support-specific metrics (CSAT, first response time, resolution rate) and a sharp eye for quality
• Comfortable building from scratch in a fast-moving environment; you bring structure without waiting for it
• Excellent cross-functional collaboration skills — you’ll work closely with Support Ops, L&D, IT/Security, and Procurement
• Genuine curiosity about AI and enthusiasm for helping Anthropic’s customers succeed

Strong candidates may also have:

• Experience with tiered or paid enterprise support models
• Familiarity with AI-augmented support workflows
• Background managing follow-the-sun vendor operations across AMER, EMEA, and APAC
• Experience with Intercom or similar support tooling

The annual compensation range for this role is listed below. 

For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.

Annual Salary:

$210,000—$250,000 USD

Logistics

Education requirements: We require at least a Bachelor's degree in a related field or equivalent experience.

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 aren't 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 you're interested in this work. We think AI systems like the ones we're 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 from @anthropic.com email addresses. In 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 you're ever unsure about a communication, don't click any links—visit anthropic.com/careers directly for confirmed position openings.

How we're 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. We're 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 about our policy for using AI in our application process