VP, Customer Support & Revenue Cycle Management
U.S., CanadaFull-TimeVp
Salary244000 - 293200 USD per year
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Job Details
- Experience
- 15+ years
- Required Skills
- Artificial IntelligenceMachine LearningGenerative AI
Requirements
- 15+ years of experience leading customer support, or operational functions in a tech-forward, user-centric environment
- Experience with revenue cycle management or healthcare operations is a plus
- Proven track record of developing strategy in high-growth, user-centered companies
- Owned user-facing systems and operations, making data-driven decisions
- Experienced operating in a technology- and data-forward environment, working closely with Engineering and Product
- Understands how AI and machine learning shape support and quality systems, and how to lead human-AI teams effectively
- Built operational mechanisms from the ground up to measure team performance, user satisfaction, and quality
- Built and scaled organizations and culture, designing teams, developing leaders, and creating accountability systems
- Partnered with Finance to build and use financial models, diving deep into operational and cost drivers
- Served as an executive and company leader, trusted to bring clarity and alignment across Product, Engineering, and Operations
- Experience in revenue cycle management and regulated environments, with knowledge of healthcare billing, insurance claims, privacy, and financial compliance requirements
Responsibilities
- Own the end-to-end Support and RCM operating model — designing the structure, workflows, and success metrics that ensure efficiency, reliability, and an exceptional user experience
- Own the RCM Operational Goals: You have direct ownership of the RCM operational goals and their impact on the business. This includes driving greater impact/efficiency from timely filing, denial management, and payment receipt and posting
- Develop and execute the strategic plan for Support and RCM, including long-term capacity planning, resourcing models, and measurable performance objectives tied to company goals
- Build the foundation for an AI-enabled support organization, establishing policies, SOPs, and knowledge systems for both human and AI copilots. Partner with Technology to ensure AI and automation deliver high-quality, consistent outcomes that meet the Babylist standard
- Establish operational and performance mechanisms that track service quality, user satisfaction, team efficiency, and cost to serve — building dashboards and reports that provide visibility for executives and teams across Babylist
- Lead regular business reviews (MBRs) that communicate performance trends, key risks, and improvement initiatives; ensure decisions are informed by accurate, timely data
- Build and maintain a data-driven culture, ensuring every major operational decision is grounded in metrics, user feedback, and clear success criteria
- Partner with Product, Engineering, and Operations to identify and resolve root-cause issues impacting the user experience, and to prioritize the right investments in tools, automation, and process improvement
- Partner with Finance and Data to forecast support demand, model operational costs, and evaluate investments in automation, AI, and staffing efficiency
- Lead and develop high-performing teams and leaders, setting clear expectations, career paths, and mechanisms for accountability and continuous improvement
- Ensure compliance and process integrity within Support and RCM, maintaining the controls and oversight required to meet healthcare, privacy, and financial standards
- Represent Support and RCM at the executive level, influencing company strategy, aligning priorities, and ensuring operational decisions reflect Babylist’s commitment to We Love Our Users
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