AI-Driven CS Enablement Program Manager

Babylist; Northern (KY); Hybrid; USD 140,000 - 170,000; Full time

Benefits offered by this job

Remote-first culture

Competitive pay

Company-paid medical, dental, and vis​

Retirement plan with company match

Paid parental leave & PTO

Remote work stipend

Job summary

Babylist is building a new CS Enablement function and seeks a Program Manager to own knowledge management, SOPs, training, and AI-powered workflows across Customer Support and Babylist Health. The role emphasizes autonomy, strategic influence, and cross-functional collaboration to scale AI-enabled support.

You will design and implement systems that keep agents and AI aligned with product changes, policies, and customer needs, driving efficiency and quality at scale.

Qualifications

• Deep expertise in Support Operations or Enablement, or Knowledge Management.
• Ability to build and manage a knowledge base from scratch (Zendesk, Gladly, Help Scout, Notion, Guru, etc.).
• Experience designing content for AI consumption and human use, with effective prompts.
• Ability to write clear, usable SOPs for complex, multi-step scenarios and know when to automate.
• Experience delivering training that changes how people work, including onboarding and tool adoption.

Responsibilities

• Build the CS Enablement program from the ground up, keeping agents and AI current on knowledge base and copilot content.
• Rebuild workflows, documentation, and training so AI is the default operating model across CS and related functions.
• Maintain knowledge base as source of truth for AI systems and human agents, ensuring AI-ready structure.
• Close content gaps and reduce escalations by improving chatbot coverage and resolution rate.
• Lead AI copilot implementation and drive usage to 90%+ of agent interactions with high-quality prompts and sources.
• Build scalable training to teach when to trust AI, when to override it, and how to provide feedback to improve it.
• Create SOPs for complex scenarios and audit workflows to ensure consistency and AI integration.
• Partner with CS Analyst to identify top drivers and gaps, then act on them.
• Establish feedback loops with frontline agents to continuously improve the system.

Skills

Support operations

Knowledge management

Knowledge base

SOP writing

Training design

AI workflow

Cross-functional

Data analysis

AI adoption

Job description

Babylist is building a new CS Enablement function and seeks a Program Manager to own knowledge management, SOPs, training, and AI-powered workflows across Customer Support and Babylist Health. The role emphasizes autonomy, strategic influence, and cross-functional collaboration to scale AI-enabled support.

You will design and implement systems that keep agents and AI aligned with product changes, policies, and customer needs, driving efficiency and quality at scale.