VP, Customer Support & Revenue Cycle Management

Babylist

6d•Remote

About The Position

Babylist is hiring a Vice President of Customer Support & Revenue Cycle Management (RCM) to lead two critical functions that power the Babylist experience: Support and Health RCM. This is an opportunity to shape the future of how we support our users through AI-driven and people-based experiences. You’ll build the systems, teams, and operations that deliver excellent service at scale. Support is a vital part of the Babylist brand and our user experience. Reporting to the Chief Product Officer, this is a hands-on, operator-first leadership role. You are accountable for building, running, and continuously improving the core customer support and RCM operations. The VP of Customer Support & RCM role combines operational excellence with innovation, leveraging AI, automation, and people-based service to deliver fast and effective support. You’ll define the vision, structure, and systems that enable Babylist to grow while staying true to our core value: We Love Our Users.

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 that improves both user experience and business performance; knows how to bring teams along through change and growth
Owned user-facing systems and operations, making data-driven decisions about new features, processes, and experiences that directly impact users
Experienced operating in a technology- and data-forward environment, working closely with Engineering and Product to deliver intelligent, user-centric outcomes. 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; created transparent reporting systems that inform the company, rally resources, and align teams around key initiatives
Built and scaled organizations and culture, designing teams, developing leaders, and creating accountability systems that raise performance and deliver results
Partnered with Finance to build and use financial models, diving deep into operational and cost drivers to inform decisions that improve efficiency and strengthen both user experience and business performance
Served as an executive and company leader, trusted to bring clarity and alignment across Product, Engineering, and Operations — consistently driving continuous improvements to the user experience and operational performance

Nice To Haves

Experience in revenue cycle management and regulated environments, with knowledge of healthcare billing, insurance claims, privacy, and financial compliance requirements; builds teams and processes that operate with accuracy, consistency, and compliance

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

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

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