Program Manager, Customer Support Enablement

BabylistE-commerce, Baby Products

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

Salary140,000 - 170,000 USD per year

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Job Details

Deep expertise in Support Operations, Enablement, or Knowledge Management.
Proven ability to build and manage a knowledge base from scratch (e.g., Zendesk, Gladly, Help Scout, Notion, Guru).
Experience designing for a hybrid AI-agent and human-agent support organization, including structuring content for AI consumption.
Demonstrated ability to write clear, usable SOPs for complex and multi-step scenarios.
Experience building and delivering effective training for onboarding, process rollouts, and tool adoption.
Strong analytical skills with the ability to interpret support data to drive operational decisions.
Demonstrated track record of using AI tools daily to improve work speed and output.
Effective cross-functional partnership skills to collaborate with BizOps, Product, and Analytics teams.
Self-starter comfortable defining and building a new functional role from scratch.

Build the CS Enablement program from the ground up to keep agents current on product changes.
Rebuild workflows, documentation, and training to transition support operations from AI-assisted to AI-native.
Maintain a centralized knowledge base structured for AI consumption and human agent use.
Lead the implementation of an AI copilot and drive usage to 90%+ through improved sourcing and prompt design.
Create SOPs for complex scenarios and streamline fragmented workflows to ensure consistency.
Partner with the CS Analyst to identify contact drivers and close documentation gaps.
Develop scalable training programs that teach agents how to trust, override, and provide feedback on AI outputs.

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