The Product Operations Manager, Feedback Loops at Anthropic is responsible for owning and improving the customer feedback operating system across the organization to inform product and research decisions with AI enabled synthesis and routing. Location: San Francisco, CA (hybrid). Salary: USD 260,000 - 325,000 per year.
Responsibilities
- Own the organization wide pipeline that consolidates customer feedback from all channels (field teams, support, early access programs, in product signals) into a single structured system of record for every product surface.
- Create intake workflows that integrate with existing tools such as Slack, Gong, and CRM, avoiding extra documentation, and prioritize a streamlined submitter experience to accelerate feedback sharing.
- Develop Claude driven pipelines to enrich, tag, cluster, and summarize unstructured feedback into trackable issues, performing first pass processing so humans can focus on verification and judgment.
- Design the human in the loop workflow where Claude proposes, PMs and field teams correct, and the system learns from corrections over time.
- Collaborate with Engineering and Research on tooling strategy, evaluations, and the closed loop data that improves synthesis quality.
- Set up clear routing to ensure feedback reaches the appropriate product or research owner promptly, including the path from product signal back into model training priorities.
- Build the visibility layer that provides GTM and Support with a clear view from customer input to roadmap outcomes, enabling real time customer loop closures.
- Work closely with GTM, Customer Success, and Sales to design and run structured voice of the customer programs such as customer advisory boards, early access programs, and design partner cohorts to generate high signal feedback by design.
- Define high signal feedback by tying it to specific use cases, blocker severity, revenue context, and customer segments to support confident tradeoffs.
- Define and track success metrics for feedback loop health, including time to triage, signal quality, roadmap influence, and field satisfaction, using them to identify bottlenecks.
- Lead regular retros with Product and GTM partners and feed learnings back into process and tooling improvements, scaling what works through documentation and enablement.
Requirements
- 7+ years in product operations, customer insights, voice of the customer programs, or related roles in fast paced tech companies.
- Hands on experience shipping AI enabled processes and systems, including writing prompts, building evals, and iterating on production LLM workflows; ability to discuss model behavior with specificity.
- End-to-end ownership of a customer feedback program — intake, synthesis, routing, and closing the loop — used by product teams to inform decisions; customer mix can include enterprise, PLG, design partner, or developer communities.
- Experience at early-stage and scaling companies (Series B-D or equivalent) delivering new capabilities quickly and iterating in public.
- Proven ability to operate in horizontal, cross org roles, building shared infrastructure and driving adoption through influence across teams.
- Comfort with ambiguity and track record of creating structure where none exists, delivering a v1 system and iterating it into a dependable platform.
- Service oriented mindset with a focus on making it easy for others to do great work.
Technologies
- Claude
- Slack
- Gong
- CRM
- Productboard
- Dovetail
- claude.ai
- Claude Code
Benefits
- Competitive compensation and benefits package
- Optional equity donation matching
- Generous vacation and parental leave
- Flexible working hours
- A pleasant office space to collaborate with colleagues
About Anthropic
Anthropic aims to create reliable, interpretable, and steerable AI systems. The organization seeks to ensure AI is safe and beneficial for users and society. The team comprises researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.
About the Role
The role is horizontal and organization-wide, not embedded within a single product team. You will build the shared operating system for voice of the customer that connects every product surface and GTM motion. Feedback at Anthropic is highly leverage, with signals arriving from developers to large enterprises across multiple interfaces. The objective is to make customer signal a first-class, structured input to product and research decisions. The role treats feedback loops as a product, prioritizing ease of sharing field input and enabling product teams to focus on what matters most. You will build AI enabled systems that perform initial triage, allowing humans to concentrate on judgment and verification.
How We're Different
Anthropic pursues high impact AI research as big science, working as a cohesive team on a few large scale efforts. We value impact toward steerable, trustworthy AI and view AI research as an empirical science with strong cross-disciplinary collaboration. The environment emphasizes collaboration across teams and disciplines.
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 welcoming office space for collaboration. Guidance on AI usage in the application process is provided to candidates.
