Program Manager, Customer Support Enablement

From the company's job description

What the Role Is

As the CS Enablement Program Manager, you’ll be the business owner of the systems that make both our human agents and AI agents effective, starting with the quality and integrity of the knowledge they rely on. As a highly autonomous, high-judgment IC, you’ll build and continuously improve the knowledge base, SOPs, training, and AI-powered workflows that underpin Customer Support across Babylist and Babylist Health. You’ll bring deep operational rigor and a strong understanding of how AI is changing customer support—using the technology in your own work while designing systems that make it more effective across the organization. This is a greenfield opportunity to build the CS Enablement function at a tech-first consumer company: identifying where knowledge, policies, and workflows break down, and partnering across CS, BizOps Tech, Product, and Analytics to build a support system that gets smarter and more reliable as we scale.

Who You Are

• Deep expertise in Support Operations, Enablement, or Knowledge Management : you've owned documentation, workflows, and operational strategy in high-volume environments.

• Can build and manage a knowledge base from scratch (Zendesk, Gladly, Help Scout, Notion, Guru, or similar), organizing content and maintaining accuracy at scale so both humans and AI systems can use it effectively.

• Can design for a hybrid AI-agent and human-agent support organization : structuring content for AI consumption, writing effective prompts, evaluating output quality, and calling the line between what's automated and what stays human-owned.

• Can write clear, usable SOPs for complex, multi-step, or edge-case scenarios, and know when to automate them instead.

• Can build and deliver training that actually changes how people work : onboarding, process rollouts, tool adoption, AI workflow enablement.

• Strong analytical instincts : you can read support data (ticket trends, contact drivers, resolution times) and turn it into decisions about what to fix, automate, or rebuild.

• Comfortable being the first person to do this job. This space doesn't have an established playbook in customer support yet, you'll be creating it.

• Effective cross-functional partner who can work with BizOps, Product, Analytics, and engineering-adjacent teams to drive real change, not just executing within your own lane.

• Demonstrated track record of using AI to do your own work better . At Babylist every team uses AI daily. You're already using it daily to move faster and improve your output, and have real opinions about when it works and when it doesn't.

How You Will Make An Impact

• Build the CS Enablement program from the ground up: create the systems that keep agents (human and AI) current on knowledge base, training, and copilot content as product changes accelerate.

• Move support operations from AI-assisted to AI-native: rebuild workflows, documentation, and training so AI is the default operating model.

• Build and maintain the knowledge base that serves as the source of truth for both AI systems and human agents, structured for AI consumption and kept accurate as products and policies evolve.

• Close existing content gaps and continuously identify how to reduce unnecessary escalations and drive meaningful improvement in chatbot coverage and resolution rate.

• Lead the implementation of an AI copilot and bring usage to 90%+ of agent interactions by making the copilot genuinely useful (better source material, better prompt design).

• Build agent confidence through scalable training that teaches people when to trust AI, when to override it, and how to give feedback that improves it.

• Create SOPs for complex scenarios so cases get handled consistently, audit and streamline fragmented workflows, and design new processes with AI built in from the start.

• Partner with the CS Analyst to identify top contact drivers and documentation gaps, then act on them.

• Establish feedback loops with frontline agents so the system keeps improving instead of just when someone notices a problem.

Why This Role

• You'd be defining a role that doesn't have a template yet. "AI-native CS enablement" isn't an established discipline in customer support. You won't be applying someone else's playbook, you'll be writing it.

• The foundation is still forming, and that's the opportunity. Most of the knowledge base, SOPs, and AI workflows don't exist yet, so the systems you build become how the org operates for years.

• You'll have real influence on the roadmap, not just execution against it. You're setting the agenda with BizOps Tech, Product, and Analytics on what gets fixed, automated, and rebuilt next.

• Your success is directly visible in the numbers that matter to the business : chatbot deflection, copilot adoption, CSAT. This isn't a support role in the background, it's core to how CS scales.

About Compensation

We use a market-based approach to compensation. The starting salary range for this role is:

$140,000 to $170,000

Your starting salary will be based on your location, experience, and qualifications, with increases over time tied to performance, role growth, and internal pay equity.

Who We Are

Babylist is the leading platform for expecting and new families. More than 10 million people shop with Babylist every year, making it the go-to destination for seamless purchasing, guidance, and expert recommendations. As a modern, AI-forward tech company, Babylist has expanded from a universal registry into a full ecosystem — the Babylist Shop, Babylist Health, Babylist Money, NYC and LA showrooms, branded content, and more — generating $750M in revenue in 2025. Building the generational brand in baby, Babylist is reshaping the $235B kids and baby market and helping parents feel confident, connected, and cared for at every step.

Our Ways of Working

Babylist is remote-first with team members across the U.S. and Canada who move fast, think smart, and use AI as part of how they work every day — not as an experiment, as an expectation. We come together twice a year to build the relationships behind the work, and we hire people who are genuinely excited about what's possible and prove it through how they show up.

Why You Will Love Working At Babylist

Our Culture

• We work with focus and intention, then step away to recharge

• We believe in exceptional management, and we invest in the tools and the time to connect with colleagues

• We build products that positively impact millions of people's lives

• AI is part of how we work, not a side experiment. You'll have leading tools like Claude and ChatGPT from day one, with no waiting on access, so the busywork gets handled and your judgment goes where it counts

Growth & Development

• Competitive pay and meaningful opportunities for career advancement

• We believe technology and data can solve hard problems

• We're committed to career progression and performance-based advancement

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, whether or not you celebrate anything, so everyone's out at once and comes back refreshed

• Remote work stipend to set up your office

• Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

Important Notices

Recorded Interviews.  Babylist uses an interview recording tool to record and transcribe interviews for evaluation purposes in accordance with applicable privacy laws. By participating in an interview, you consent to this recording and transcription.

Interview Integrity.  AI is part of how we work at Babylist. We expect you to use it too. Your application and interviews should still reflect you and your own thinking. We'll tell you when AI is encouraged. Misrepresentation at any stage may result in removal from consideration for this and future roles.

How We Review Applications  We use AI throughout our hiring process to help review, screen, and assess applications. These tools support our team's review; they do not replace it, and every hiring decision is made by a person.

Connections at Babylist.  If you have a family member or close personal relationship with a current Babylist employee, please let your recruiter know. This helps us keep our process fair and transparent for everyone.

Protect Yourself from Scams.  All official outreach comes from the Babylist Talent Team via @babylist.com email addresses only. We will never ask for payment or personal financial information. If you receive outreach via WhatsApp, Telegram, or a non-Babylist email, it's not us. Verify open roles at babylist.com/careers.