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'll work closely with vendor site leads and internal stakeholders to make sure our partners have what they need to perform, stay current on Claude's products, and deliver an excellent customer experience.
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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