Product Operations Manager, Feedback Loops

About this role

<div class="content-intro"><h2><strong>About Anthropic</strong></h2> <p>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.</p></div><h2 class="heading"><strong>About the Role</strong></h2> <p>We're hiring a Product Operations Manager — Feedback Loops to own and continuously improve how customer signal flows into product and research decisions at Anthropic. This is a horizontal, org-wide role — you won't be embedded in a single product team, you'll build the shared operating system for voice of the customer that every product team, every surface, and every GTM motion plugs into.</p> <p>Feedback at Anthropic is uniquely high-leverage. We're building on frontier models that evolve constantly, serving customers from individual developers to the largest enterprises, across multiple surfaces (API, <a class="text-accent-secondary-100 underline" href="http://claude.ai" target="_blank">claude.ai</a>, Claude Code). Customer signal arrives from everywhere — field conversations, support interactions, early access programs, in-product telemetry — and the opportunity is to make that signal a first-class, structured input to every product and research decision. This role will build the system that makes customer voice as easy to act on as any other data source.</p> <p>You treat feedback loops as a product. You're obsessed with making it effortless for the field to share what they're hearing and for product teams to know what matters most. You build AI-enabled systems that do the first pass so humans can focus on judgment, not triage. You think like a product manager, not a process administrator. Your work will directly impact how fast Anthropic learns from its customers and how reliably that learning shapes what we build next.</p> <h2 class="heading"><strong>Key Responsibilities</strong></h2> <p>You'll own the operating system for customer feedback across all of Anthropic — one shared platform, not a collection of per-team processes. Working horizontally across every Product team, Research PM, GTM, Customer Success, and Support, you'll establish the intake, synthesis, and routing infrastructure that makes voice of the customer a first-class input to every roadmap. You'll drive adoption through influence, making it so obviously useful that teams pull from it rather than get pushed to it.</p> <h3><strong>Feedback Intake & System of Record</strong></h3> <ul> <li>Own the single, org-wide pipeline that captures customer feedback from every channel — field teams, support, early access programs, in-product signals — into one structured system of record that serves every product surface.</li> <li>Build intake workflows that meet teams where they already work (Slack, Gong, CRM) without creating a documentation tax. Obsess over the submitter experience so that sharing feedback is faster than not sharing it.</li> </ul> <h3><strong>AI-Enabled Synthesis & Triage</strong></h3> <ul> <li>Build Claude-powered pipelines that enrich, tag, cluster, and summarize unstructured feedback into trackable issues — doing the first-pass work so humans focus on verification and judgment.</li> <li>Design the human-in-the-loop model: Claude proposes, PMs and field teams correct, and the system learns from those corrections over time.</li> <li>Partner with Engineering and Research on tooling strategy, evals, and the closed-loop data that makes synthesis quality measurably improve.</li> </ul> <h3><strong>Routing & Closing the Loop</strong></h3> <ul> <li>Establish clear routing so the right feedback reaches the right product or research owner at the right time — including the path from product signal back into model training priorities.</li> <li>Build the visibility layer that gives GTM and Support a clear line of sight from customer input to roadmap outcome, so they can close the loop with customers confidently and in real time.</li> </ul> <h3><strong>Voice of the Customer Programs</strong></h3> <ul> <li>Partner deeply with GTM, Customer Success, and Sales to design and run structured voice of the customer programs — customer advisory boards, early access programs, design partner cohorts — that generate high-signal feedback by design.</li> <li>Define what "high-signal" means: feedback tied to specific use cases, blocker severity, revenue context, and customer segments so product teams can make confident tradeoffs.</li> </ul> <h3><strong>Continuous Improvement</strong></h3> <ul> <li>Define and track success metrics for feedback loop health — time-to-triage, signal quality, roadmap influence, field satisfaction — and use them to identify bottlenecks.</li> <li>Run regular retros with Product and GTM partners and feed learnings back into process and tooling improvements. Scale what works through documentation and enablement.</li> </ul> <h2 class="heading"><strong>You may be a good fit if you:</strong></h2> <ul> <li>Have 7+ years in product operations, customer insights, voice of the customer programs, or related roles in fast-paced tech companies.</li> <li>Have <strong>personally shipped AI-enabled processes and…