Program Manager, Customer Support Enablement

Babylist

1d • $140,000 - $170,000 • Remote

About The Position

The CS Enablement Program Manager is the business owner of the systems that help human and AI agents provide effective customer support across Babylist and Babylist Health. This highly autonomous individual-contributor role will build and continuously improve the knowledge base, SOPs, training, and AI-powered workflows that support Customer Support. The role combines operational rigor with practical experience using AI and designing systems that apply it effectively across the organization.

This is a greenfield opportunity to establish the CS Enablement function at a tech-first consumer company. The Program Manager will identify gaps in knowledge, policies, and workflows and partner across CS, BizOps Tech, Product, and Analytics to build a support system that becomes more capable and reliable as the company scales. The role will help move support from AI-assisted to AI-native, with success measured through outcomes such as chatbot deflection, copilot adoption, and CSAT.

Requirements

• Deep expertise in Support Operations, Enablement, or Knowledge Management, including ownership of documentation, workflows, and operational strategy in high-volume environments.
• Ability to build and manage a knowledge base from scratch using platforms such as Zendesk, Gladly, Help Scout, Notion, Guru, or similar, and maintain accurate content at scale for both human and AI use.
• Ability to design for a hybrid AI-agent and human-agent support organization, including structuring content for AI, writing prompts, evaluating output quality, and determining what should be automated versus human-owned.
• Ability to write clear, usable SOPs for complex, multi-step, or edge-case scenarios and determine when to automate them.
• Ability to build and deliver training that changes how people work, including onboarding, process rollouts, tool adoption, and AI workflow enablement.
• Strong analytical instincts and ability to use support data, such as ticket trends, contact drivers, and resolution times, to decide what to fix, automate, or rebuild.
• Comfort with being the first person in a role and creating a new customer-support playbook.
• Ability to partner across functions, including with BizOps, Product, Analytics, and engineering-adjacent teams, to drive change.
• Demonstrated daily use of AI to improve personal work and output, with informed judgment about when AI works and when it does not.

Responsibilities

• Build the CS Enablement program from the ground up, creating systems that keep human and AI agents current on knowledge-base content, training, and copilot materials as products change.
• Rebuild workflows, documentation, and training so AI is the default operating model for support.
• Build and maintain a knowledge base as the source of truth for AI systems and human agents, structured for AI consumption and kept accurate as products and policies evolve.
• Close content gaps and identify ways to reduce unnecessary escalations and improve chatbot coverage and resolution rates.
• Lead implementation of an AI copilot and drive its use in more than 90% of agent interactions by improving source material and prompt design.
• Develop scalable training that helps agents know when to trust AI, when to override it, and how to provide feedback that improves it.
• Create SOPs for complex scenarios, audit and streamline fragmented workflows, and design new processes with AI built in.
• Partner with the CS Analyst to identify top contact drivers and documentation gaps, and address them.
• Establish feedback loops with frontline agents to continuously improve the support system.

Benefits

• Company-paid medical, dental, and vision insurance.
• Retirement savings plan with company matching and flexible spending accounts.
• Paid parental leave and PTO.
• Winter Wonder Week: a paid company-wide week off at the end of the year.
• Remote work stipend to set up a home office.
• Perks supporting physical, mental, and emotional health, parenting, childcare, and financial planning.
• Leading AI tools, including Claude and ChatGPT, available from day one.
• Competitive pay and opportunities for career advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed