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ManagerFull-timeRustAWSGitAI
Salary Range
$176,800 - $239,200 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Support Vendor Operations Manager to join Anthropic's rapidly growing Product Support organization. This role involves managing vendor partnerships to deliver high-quality support across time zones and channels as we scale our global customer base.
Key Responsibilities
- →Own day-to-day vendor performance across all support BPO partners and serve as the primary DRI for operational updates
- →Establish and manage SLAs, KPIs, and quality scorecards specific to support delivery
- →Build calibration and audit programs to ensure vendor agents meet Anthropic’s standards
- →Drive CSAT improvement through structured quality checks and performance coaching
- →Support RFP processes and vendor evaluations
- →Design and own scalable onboarding programs for vendor agents
- →Serve as the primary point of contact for all support vendor partners
- →Track and report on vendor spend and utilization
Requirements
- ✓5–8 years of experience in vendor operations, support outsourcing, or BPO operations within a technical product company
- ✓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)
- ✓Excellent cross-functional collaboration skills
- ✓Bachelor's degree in a related field or equivalent experience
Benefits
- ★Competitive salary and optional equity donation matching
- ★Generous vacation and parental leave
- ★Flexible working hours
- ★Lovely office space for collaboration
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