Support Vendor Operations Manager

About the position

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
• 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
• 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
• 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
• 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

Requirements
• 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
• We require at least a Bachelor's degree in a related field or equivalent experience.

Nice-to-haves
• 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

Benefits
• competitive compensation and benefits
• optional equity donation matching
• generous vacation and parental leave
• flexible working hours
• a lovely office space in which to collaborate with colleagues