Program Manager, Customer Support Enablement
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
