Program Manager, Customer Support Enablement

What the Role Is As the CS Enablement Program Manager, you’ll be the business owner of the systems that make both our human agents and AI agents effective, starting with the quality and integrity of the knowledge they rely on. As a highly autonomous, high-judgment IC, you’ll build and continuously improve the knowledge base, SOPs, training, and AI-powered workflows that underpin Customer Support across Babylist and Babylist Health. You’ll bring deep operational rigor and a strong understanding of how AI is changing customer support—using the technology in your own work while designing systems that make it more effective across the organization. This is a greenfield opportunity to build the CS Enablement function at a tech-first consumer company: identifying where knowledge, policies, and workflows break down, and partnering across CS, BizOps Tech, Product, and Analytics to build a support system that gets smarter and more reliable as we scale. Who You Are • Deep expertise in Support Operations, Enablement, or Knowledge Management : you've owned documentation, workflows, and operational strategy in high-volume environments. • Can build and manage a knowledge base from scratch (Zendesk, Gladly, Help Scout, Notion, Guru, or similar), organizing content and maintaining accuracy at scale so both humans and AI systems can use it effectively. • Can design for a hybrid AI-agent and human-agent support organization : structuring content for AI consumption, writing effective prompts, evaluating output quality, and calling the line between what's automated and what stays human-owned. • Can write clear, usable SOPs for complex, multi-step, or edge-case scenarios, and know when to automate them instead. • Can build and deliver training that actually changes how people work : onboarding, process rollouts, tool adoption, AI workflow enablement. • Strong analytical instincts : you can read support data (ticket trends, contact drivers, resolution times) and turn it into decisions about what to fix, automate, or rebuild. • Comfortable being the first person to do this job. This space doesn't have an established playbook in customer support yet, you'll be creating it. • Effective cross-functional partner who can work with BizOps, Product, Analytics, and engineering-adjacent teams to drive real change, not just executing within your own lane. • Demonstrated track record of using AI to do your own work better . At Babylist every team uses AI daily. You're already using it daily to move faster and improve your output, and have real opinions about when it works and when it doesn't. How You Will Make An Impact • Build the CS Enablement program from the ground up: create the systems that keep agents (human and AI) current on knowledge base, training, and copilot content as product changes accelerate. • Move support operations from AI-assisted to AI-native: rebuild workflows, documentation, and training so AI is the default operating model. • Build and maintain the knowledge base that serves as the source of truth for both AI systems and human agents, structured for AI consumption and kept accurate as products and policies evolve. • Close existing content gaps and continuously identify how to reduce unnecessary escalations and drive meaningful improvement in chatbot coverage and resolution rate. • Lead the implementation of an AI copilot and bring usage to 90%+ of agent interactions by making the copilot genuinely useful (better source material, better prompt design). • Build agent confidence through scalable training that teaches people when to trust AI, when to override it, and how to give feedback that improves it. • Create SOPs for complex scenarios so cases get handled consistently, audit and streamline fragmented workflows, and des