Performance & SLA Management: Monitor day-to-day vendor and contractor performance against SLAs and KPIs across all partner sites; surface risks early and drive corrective action Run weekly and monthly performance reviews with vendor site leads; track trends and follow through on action items Partner with Support Operations and WFM on capacity, scheduling, and shrinkage issues that affect SLA attainment Escalate persistent performance issues to the Vendor Management Lead with clear data and recommended next steps

Quality Program: Run the quality program for vendor and contractor agents: calibration sessions, audits, and scorecards aligned to Anthropic's standards for accuracy, safety, and brand voice Close the loop between QA findings and coaching, partnering with vendor site leads on agent-level performance Track CSAT and quality trends and translate them into concrete improvement plans

Knowledge Transfer & Enablement: Own the knowledge transfer process for new product launches, feature releases, and policy changes , making sure vendor and contractor teams are ready on day one Maintain vendor- and contractor-facing resources (runbooks, macros, knowledge base articles, training materials) and keep them current as products evolve Partner with Support Operations and Learning & Enablement to deliver ongoing enablement and refresher training Serve as the day-to-day point of contact for vendor and contractor questions on product, process, and tooling

Nice to Have: Experience with tiered or paid enterprise support models Familiarity with AI-augmented support workflows Background working with 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 $165,000-$210,000 USD.

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LOCATION: San Francisco, CA | New York City, NY

ROLE DETAILS

As the Support Vendor Operations Manager, you'll be the program management engine behind Anthropic's vendor and contractor operations , driving day-to-day performance, SLA attainment, quality, and knowledge transfer across our partner sites.

YOU WILL

Monitor day-to-day vendor and contractor performance against SLAs and KPIs across all partner sites; surface risks early and drive corrective action

Run weekly and monthly performance reviews with vendor site leads; track trends and follow through on action items

Partner with Support Operations and WFM on capacity, scheduling, and shrinkage issues that affect SLA attainment

Escalate persistent performance issues to the Vendor Management Lead with clear data and recommended next steps

QUALITY PROGRAM

Run the quality program for vendor and contractor agents: calibration sessions, audits, and scorecards aligned to Anthropic's standards for accuracy, safety, and brand voice

Close the loop between QA findings and coaching, partnering with vendor site leads on agent-level performance

KNOWLEDGE TRANSFER & ENABLEMENT

Own the knowledge transfer process for new product launches, feature releases, and policy changes , making sure vendor and contractor teams are ready on day one

Maintain vendor- and contractor-facing resources (runbooks, macros, knowledge base articles, training materials) and keep them current as products evolve

Partner with Support Operations and Learning & Enablement to deliver ongoing enablement and refresher training

SERVE AS THE DAY-TO-DAY POINT OF CONTACT FOR VENDOR AND CONTRACTOR QUESTIONS ON PRODUCT, PROCESS, AND TOOLING

WHAT WE'RE LOOKING FOR

3–6 years of experience in support operations, vendor/BPO program management, or a related operational role

Track record of driving performance against SLAs and quality metrics in a customer support environment

Strong program management skills , you can run a recurring operating cadence, track action items, and follow through without being chased

Experience building and maintaining enablement content (runbooks, KB articles, training materials)

Comfortable working with data to spot trends and tell a clear story about performance

EXCELLENT CROSS-FUNCTIONAL COLLABORATION SKILLS , YOU'LL WORK CLOSELY WITH VENDOR SITE LEADS, SUPPORT OPS, L&D, AND PRODUCT TEAMS

GENUINE CURiosity ABOUT AI AND ENTHUSIASM FOR HELPING ANTHROPIC'S CUSTOMERS SUCCEED

NICE TO HAVE

Experience with tiered or paid enterprise support models

Familiarity with AI-augmented support workflows

BACKGROUND WORKING WITH FOLLOW-THE-SUN VENDOR OPERATIONS ACROSS AMER, EMEA, AND APAC

EXPERIENCE WITH INTERCOM OR SIMILAR SUPPORT TOOLING

LOGISTICS

Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience

Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience

Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position

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.

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