[Hiring] Program Manager, Customer Support Enablement @Babylist

Role Description

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.

• Bring deep operational rigor and a strong understanding of how AI is changing customer support.
• Identify where knowledge, policies, and workflows break down.
• Partner across CS, BizOps Tech, Product, and Analytics to build a support system that gets smarter and more reliable as we scale.

Qualifications

• Deep expertise in Support Operations, Enablement, or Knowledge Management.
• Ability to build and manage a knowledge base from scratch (Zendesk, Gladly, Help Scout, Notion, Guru, or similar).
• Can design for a hybrid AI-agent and human-agent support organization.
• Ability to write clear, usable SOPs for complex, multi-step, or edge-case scenarios.
• Can build and deliver training that actually changes how people work.
• Strong analytical instincts to read support data and turn it into actionable decisions.
• Comfortable being the first person to do this job.
• Effective cross-functional partner who can work with BizOps, Product, Analytics, and engineering-adjacent teams.
• Demonstrated track record of using AI to improve work efficiency.

Requirements

• Build the CS Enablement program from the ground up.
• Move support operations from AI-assisted to AI-native.
• Build and maintain the knowledge base that serves as the source of truth for both AI systems and human agents.
• Close existing content gaps and continuously identify how to reduce unnecessary escalations.
• Lead the implementation of an AI copilot and bring usage to 90%+ of agent interactions.
• Build agent confidence through scalable training that teaches people when to trust AI.
• Create SOPs for complex scenarios and design new processes with AI built in from the start.
• Partner with the CS Analyst to identify top contact drivers and documentation gaps.
• Establish feedback loops with frontline agents for continuous improvement.

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.

Company Description

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.