Product Operations Manager, Feedback Loops

Details

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. The team is a quickly growing group of researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About the Role

You will 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.

Customer signal arrives from many channels (field conversations, support interactions, early access programs, in-product telemetry). The role treats feedback loops as a product: building AI-enabled systems that do the first pass so humans focus on judgment, not triage. You will design and run systems that make customer voice a structured, first-class input to product and research decisions.

Responsibilities

Feedback Intake & System of Record

• Own the 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.
• Build intake workflows that meet teams where they already work (Slack, Gong, CRM) and optimize the submitter experience so sharing feedback is faster than not sharing it.

AI-Enabled Synthesis & Triage

• Build Claude-powered pipelines that enrich, tag, cluster, and summarize unstructured feedback into trackable issues; automate first-pass work so humans focus on verification and judgment.
• Design the human-in-the-loop model: Claude proposes, PMs and field teams correct, and the system learns from those corrections over time.
• Partner with Engineering and Research on tooling strategy, evals, and the closed-loop data that improves synthesis quality.

Routing & Closing the Loop

• Establish routing so the right feedback reaches the right product or research owner at the right time — including paths from product signal back into model training priorities.
• Build visibility layers that give GTM and Support a clear line of sight from customer input to roadmap outcome so they can close the loop with customers in real time.

Voice of the Customer Programs

• Partner with GTM, Customer Success, and Sales to design and run structured programs (customer advisory boards, early access programs, design partner cohorts) that generate high-signal feedback.
• Define what "high-signal" means: feedback tied to use cases, blocker severity, revenue context, and customer segments so product teams can make confident tradeoffs.

Continuous Improvement

• Define and track success metrics for feedback loop health (time-to-triage, signal quality, roadmap influence, field satisfaction) and use them to identify bottlenecks.
• Run regular retros with Product and GTM partners and feed learnings back into process and tooling improvements. Scale successful practices 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.
• Personally shipped AI-enabled processes and systems: written prompts, built evals, and iterated on production LLM workflows.
• Owned a customer feedback program end-to-end — intake, synthesis, routing, and closing the loop — used by product teams to make decisions.
• Experience at earlier-stage and scaling companies (Series B-D or equivalent) building v1s quickly and iterating in public.
• Experience operating in horizontal, cross-org roles and driving adoption through influence.
• Comfortable with ambiguity and able to create structure where none exists.
• Service-oriented and obsessed with making it easy for others to do great work.

Strong candidates may also have experience with

• Building AI-native workflows end-to-end — prompt design, evals, closed-loop improvement.
• Product Management, Customer Success Operations, or Research Operations.
• Feedback tooling ecosystems (Productboard, Dovetail, or homegrown equivalents) and buy vs. build tradeoffs.
• Treating process as a product with users, metrics, and continuous iteration.
• Track record scaling operations programs from zero to one.

Compensation

Annual Salary: $260,000 - $325,000 USD

Logistics

• Minimum education: Bachelor’s degree or 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: Correlates with internal job level requirements for the position.
• Location-based hybrid policy: staff expected to be in one of our offices at least 25% of the time; some roles may require more time in offices.
• Visa sponsorship: We do sponsor visas and retain an immigration lawyer to assist; sponsorship is not guaranteed for every role/candidate but the company will make reasonable efforts.

Benefits

Anthropic offers competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and an office space for collaboration.

How we're different

Anthropic focuses on a few large-scale research efforts and values impact. The company is collaborative and hosts frequent research discussions. Candidates are encouraged to read recent research to understand directions and priorities.