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Salary: USD 140,000 - 170,000 / annual
Babylist is seeking a CS Enablement Program Manager to build and own the systems that make both human and AI agents effective in customer support. This is a greenfield opportunity to establish the CS Enablement function at a tech-first consumer company serving 10+ million annual shoppers.
In this highly autonomous individual contributor role, you will be the business owner of the knowledge base, SOPs, training programs, and AI-powered workflows that underpin Customer Support across Babylist and Babylist Health. You'll identify where knowledge, policies, and workflows break down, then partner across Customer Support, BizOps Tech, Product, and Analytics to build systems that scale reliably.
Key responsibilities include:
- Build the CS Enablement program from the ground up, creating systems that keep agents (human and AI) current as products and policies evolve
- Transition support operations from AI-assisted to AI-native by rebuilding workflows, documentation, and training with AI as the default operating model
- Build and maintain a knowledge base serving as the source of truth for both AI systems and human agents, structured for AI consumption and kept accurate at scale
- Close content gaps and reduce unnecessary escalations by improving chatbot coverage and resolution rates
- Lead implementation of an AI copilot, driving adoption to 90%+ of agent interactions through better source material and prompt design
- Build agent confidence through scalable training on when to trust AI, when to override it, and how to provide feedback that improves it
- Create SOPs for complex scenarios, 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 act on documentation gaps
- Establish feedback loops with frontline agents for continuous improvement
You'll have real influence on the roadmap and cross-functional agenda, not just execution. Your success is directly visible in metrics that matter: chatbot deflection, copilot adoption, and CSAT.
Babylist is remote-first with team members across the U.S. and Canada. The company generated $750M in revenue in 2025 and is reshaping the $235B kids and baby market. The culture emphasizes using AI daily as part of standard work, with leading tools like Claude and ChatGPT available from day one. The company comes together twice a year for in-person connection and offers generous benefits including paid parental leave, flexible PTO, and a company-wide paid week off at year-end.
REQUIREMENTS:
- Deep expertise in Support Operations, Enablement, or Knowledge Management, with demonstrated ownership of documentation, workflows, and operational strategy in high-volume environments
- Ability to build and manage a knowledge base from scratch (Zendesk, Gladly, Help Scout, Notion, Guru, or similar), organizing content and maintaining accuracy at scale for both human and AI consumption
- Experience designing for hybrid AI-agent and human-agent support organizations: structuring content for AI, writing effective prompts, evaluating output quality, and determining automation boundaries
- Ability to write clear, usable SOPs for complex, multi-step, and edge-case scenarios, with judgment on when to automate instead
- Track record of building and delivering training that changes how people work: onboarding, process rollouts, tool adoption, AI workflow enablement
- Strong analytical instincts to read support data (ticket trends, contact drivers, resolution times) and translate into decisions about what to fix, automate, or rebuild
- Comfort being the first person to do this job; ability to create playbooks in a space without established templates
- Demonstrated ability to work effectively cross-functionally with BizOps, Product, Analytics, and engineering-adjacent teams to drive real change
- Demonstrated track record of using AI daily to do your own work better, with real opinions about when it works and when it doesn't
