Program Manager, Customer Support Enablement

BabylistConsumer Tech

Babylist is remote-first with team members across the U.S. and CanadaFull-TimeMiddle

Salary140,000 - 170,000 USD per year

Apply NowOpens the employer's application page

Job Details

Deep expertise in Support Operations, Enablement, or Knowledge Management.
Proven experience building and managing a knowledge base from scratch using tools like Zendesk, Gladly, Help Scout, Notion, or Guru.
Ability to design systems for hybrid AI-agent and human-agent support environments.
Strong technical writing skills for creating clear, usable SOPs for complex and edge-case scenarios.
Experience delivering effective training for onboarding, process rollouts, and tool adoption.
Strong analytical skills with the ability to turn support data (ticket trends, contact drivers, resolution times) into actionable decisions.
Demonstrated track record of using AI tools to improve personal workflow and output efficiency.
Ability to partner effectively across BizOps, Product, and Analytics teams.
Comfortable working in a greenfield environment and establishing new processes.

Build the CS Enablement program from the ground up, keeping agents and AI systems current with product changes.
Transition support operations to an AI-native model by rebuilding workflows, documentation, and training.
Create and maintain a centralized knowledge base structured for AI consumption.
Implement AI copilot solutions, aiming for 90%+ adoption through improved source material and prompt design.
Develop scalable training programs to improve agent confidence in using and evaluating AI output.
Design and audit SOPs for complex scenarios to ensure consistent case handling.
Partner with analytics teams to identify contact drivers, close documentation gaps, and establish feedback loops with frontline agents.

View Full Description & ApplyYou'll be redirected to the employer's site