Senior Technical Product Manager, Customer Service

Babylist

1d • $170,357 - $204,387 • Remote

About The Position

Babylist's customer base is growing rapidly, serving over 9 million families annually, and with that growth comes the need for sophisticated, scalable customer service technology. The customer service product team develops the technology that powers seamless support experiences for new parents navigating life's most transformative moments. As a Senior Technical Product Manager for Customer Service, you will be responsible for modernizing our CS technology stack and implementing AI-driven solutions that will help scale Babylist into a billion dollar enterprise, while ensuring every family receives exceptional support.
This is a greenfield opportunity to build the CS tech stack from the ground up in an area that hasn't had significant tech investment yet. You'll work with a dedicated team of 3 engineers (rare for CS product roles), have direct exposure to senior leadership, and room to expand your scope into adjacent product domains as Babylist scales. You'll be the expert in the room from day one. This role will report to the Director of Technical Product, and have an active part in defining and executing on an ambitious technology transformation strategy for Babylist's customer service operations.

Requirements

• You're an experienced Product Manager, with 7+ years of experience in an agile development environment
• You have experience in customer service, customer support operations, product operations, or similar domains
• You have worked in highly cross-functional roles, managing the needs of various technical and non-technical stakeholders when executing projects
• You have experience with systems integration, data flow, APIs and automation of manual processes, and you can discuss system architecture with technical counterparts
• You are able to work with ambiguity, and define executable projects from initially unclear priorities and requirements—particularly in greenfield or under-invested areas
• You are highly analytical, leveraging data and process improvement techniques to objectively define priorities and action items
• You have excellent written and verbal communication skills, and can express ideas effectively to both technical and non-technical audiences
• You're a fast learner with an up-and-comer mentality, ready to grow your career beyond customer service into adjacent product areas

Responsibilities

• Drive the full product lifecycle for your roadmap - discovery, definition and validation, development, launch, and iteration
• Lead the implementation of Sierra, our newly-signed AI chatbot platform, to achieve ambitious automation goals for customer interactions
• Partner closely with a dedicated team of 3 engineers to define and execute on new initiatives, leveraging design, UX, and other customer-facing teams as necessary
• Evaluate and optimize our customer service technology stack, including Zendesk, building AI-led workflows that replace manual processes with intelligent automation
• Collaborate with Product and Engineering leadership to prioritize requests across many stakeholders, primarily including Customer Service Operations, Consumer Product teams, and Data
• Build and maintain reliable knowledge centers (help articles) that serve both AI systems and human agents, ensuring accuracy as products evolve
• Define meaningful and relevant metrics for your space, work with data and engineering teams to surface these metrics, and then contextualize and communicate the impact to the rest of the organization. Preference to be proficient in SQL, but not required
• Partner closely with support operations leaders and CS managers to ensure technology solutions meet the practical needs of frontline teams

Benefits

• Competitive pay and meaningful opportunities for career advancement
• We believe technology and data can solve hard problems
• We're committed to career progression and performance-based advancement
• Competitive salary with equity and bonus opportunities
• Company-paid medical, dental, and vision insurance
• Retirement savings plan with company matching and flexible spending accounts
• Generous paid parental leave and PTO
• Remote work stipend to set up your office
• Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees