Babylist is the best baby registry for growing families. Add baby gear from any store including Amazon, Target, and Etsy. Start building your registry today! Backed by Norwest and 500 Global.
About the role
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.
What they're looking for
- 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 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
More about this role
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.
- 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,...
Browse similar: Startup jobs