Product Operations Manager, Feedback Loops
San Francisco, CA | New York City, NY
Posted 1d ago
About the job
Anthropic is seeking a Product Operations Manager focused on Feedback Loops to enhance how customer insights inform product and research decisions. This is a cross-functional role responsible for building a unified system for customer feedback that integrates with all product teams, surfaces, and go-to-market strategies. The goal is to make customer signal a structured, actionable input, treating feedback loops as a product in themselves. You will leverage AI to streamline the initial processing of feedback, allowing human experts to focus on judgment and decision-making, ultimately accelerating Anthropic's learning from its customers and shaping future product development.
Responsibilities
- Own the organization-wide pipeline for capturing customer feedback from all channels into a structured system of record.
- Develop intake workflows that integrate with existing tools (Slack, Gong, CRM) to simplify feedback submission.
- Build AI-powered pipelines using Claude to enrich, tag, cluster, and summarize unstructured feedback into actionable issues.
- Design and implement human-in-the-loop models where AI proposes insights and humans refine them, enabling the system to learn.
- Partner with Engineering and Research on tooling, evaluation, and data strategies to improve synthesis quality.
- Establish clear routing mechanisms to ensure feedback reaches the appropriate product or research owners.
- Create visibility into the feedback loop, connecting customer input to roadmap outcomes for GTM and Support teams.
- Design and manage structured voice of the customer programs, such as advisory boards and early access programs.
- Define criteria for high-signal feedback, including use cases, severity, revenue context, and customer segments.
- Define and track key metrics for feedback loop health and use them to identify and address bottlenecks.
- Conduct regular retrospectives with Product and GTM partners to drive continuous improvement in processes and tooling.
Requirements
- 7+ years of experience in product operations, customer insights, or voice of the customer programs within fast-paced tech companies.
- Proven experience shipping AI-enabled processes and systems, including prompt writing, evaluation, and iterating on LLM workflows.
- Ability to discuss model behavior with specificity.
- Experience owning a customer feedback program end-to-end (intake, synthesis, routing, closing the loop) that influenced product decisions.
- Experience operating in early-stage and scaling companies (Series B-D or equivalent).