Key Responsibilities
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.
Feedback Intake & System of Record
- 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.
- 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.
AI-Enabled Synthesis & Triage
- 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.
- 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 makes synthesis quality measurably improve.
Routing & Closing the Loop
- 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.
- Build the visibility layer that gives GTM and Support a clear line of sight from customer input to roadmap outcome.
Voice of the Customer Programs
- 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.
- Define what "high-signal" means: feedback tied to specific use cases, blocker severity, revenue context, and customer segments.
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.
Requirements
- 7+ years in product operations, customer insights, voice of the customer programs, or related roles in fast-paced tech companies.
- Have personally shipped AI-enabled processes and systems — written the prompts, built the evals, and iterated on production LLM workflows yourself.
- Have owned a customer feedback program end-to-end — intake, synthesis, routing, and closing the loop — that product teams actually used to make decisions.
- Have operated at earlier-stage and scaling companies (Series B-D or equivalent) where you built things that didn't exist yet.
- Have operated in horizontal, cross-org roles before — build shared infrastructure that many teams depend on, drive adoption through influence rather than mandate.
- Comfortable with ambiguity and can create structure where none exists.
- Service-oriented and obsessed with making it easy for others to do great work.
Nice-to-Haves
- 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).
- Treating process as a product with users, metrics, and continuous iteration.
- Track record of building and scaling operations programs from zero to one.
Education
- Bachelor’s degree or an equivalent combination of education, training, and/or experience in a field relevant to the role.
AnthropicSan Francisco, CA
