Program Manager, Customer Support Enablement

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $140k - $170k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

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Babylist

WebsiteLinkedInAll Job Openings

51 - 200 employees

🛍️ eCommerce

🛒 Retail

💰 $40M Series C on 2021-11

eCommerce • Retail

Babylist is the leading vertical marketplace and commerce destination for baby products, driving purchase decisions for more than 8 million people each year. It utilizes robust proprietary data, patented technology, and unbiased editorial guidance to recommend expert-tested products to those starting their parenting journey. Babylist registries connect new parents with their community of family and friends who help plan, prepare, and shop for a child's arrival. Founded in 2011 by Natalie Gordon, Babylist has grown from a side project into a generational brand in the $67 billion baby products market.

📋 Description

• Build the CS Enablement program from the ground up • Create systems that keep human and AI agents current on knowledge base, training, and copilot content • Move support operations from AI-assisted to AI-native • Build and maintain the knowledge base as the source of truth for AI systems and human agents • Close content gaps and reduce unnecessary escalations • Improve chatbot coverage and resolution rates • Lead implementation of an AI copilot and drive usage to 90%+ of agent interactions • Build scalable training on trusting, overriding, and improving AI • Create SOPs for complex scenarios and streamline fragmented workflows • Design new processes with AI integrated from the start • Partner with the CS Analyst to identify contact drivers and documentation gaps • Establish feedback loops with frontline agents • Partner with BizOps Tech, Product, Analytics, and Customer Support teams on roadmap priorities

🎯 Requirements

• Deep expertise in Support Operations, Enablement, or Knowledge Management • Experience owning documentation, workflows, and operational strategy in high-volume environments • Ability to build and manage a knowledge base from scratch using Zendesk, Gladly, Help Scout, Notion, Guru, or similar • Ability to design for hybrid AI-agent and human-agent support organizations • Experience structuring content for AI consumption, writing prompts, and evaluating output quality • Ability to write clear, usable SOPs for complex, multi-step, or edge-case scenarios • Ability to build and deliver onboarding, process rollout, tool adoption, and AI workflow training • Strong ability to analyze ticket trends, contact drivers, and resolution times • Ability to work cross-functionally with BizOps, Product, Analytics, and engineering-adjacent teams • Demonstrated track record of using AI to improve personal productivity and output • Comfortable creating a new function without an established playbook

🏖️ Benefits

• Company-paid medical, dental, and vision insurance • Retirement savings plan with company matching and flexible spending accounts • Generous paid parental leave and PTO • Winter Wonder Week: the whole company takes a paid week off at the end of the year • Remote work stipend to set up your office • Perks for physical, mental, and emotional health, parenting, childcare, and financial planning • Competitive pay and meaningful opportunities for career advancement • Career progression and performance-based advancement • Leading tools like Claude and ChatGPT from day one • Twice-yearly company gatherings

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