Program Manager (Customer Support Enablement)

Join Babylist, a tech-first consumer company, as the Program Manager for Customer Support Enablement. In this role, you will be responsible for building and continuously improving the knowledge base, SOPs, training, and AI-powered workflows that underpin Customer Support. You will have the opportunity to create the CS Enablement program from the ground up, move support operations from AI-assisted to AI-native, and establish feedback loops with frontline agents. This is a unique opportunity to define a role that doesn't have a template yet and have a real influence on the roadmap.

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

Responsibilities

• Build and continuously improve the knowledge base, SOPs, training, and AI-powered workflows that underpin Customer Support across Babylist and Babylist Health.
• Lead the implementation of an AI copilot and bring usage to 90%+ of agent interactions by making the copilot genuinely useful.
• Establish feedback loops with frontline agents so the system keeps improving instead of just when someone notices a problem.
• 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
• Deep expertise in Support Operations, Enablement, or Knowledge Management: you've owned documentation, workflows, and operational strategy in high-volume environments

Requirements

• Can build and deliver training that actually changes how people work: onboarding, process rollouts, tool adoption, AI workflow enablement
• 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
• Can write clear, usable SOPs for complex, multi-step, or edge-case scenarios, and know when to automate them instead
• 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

Pay

USD 140,000 - 170,000

Benefits

• 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