VP, Global Customer Care & AI-Driven Support
Babylist
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Benefits offered by this job
Job summary
Babylist is seeking a VP of Customer Care and Support to lead its support organization end to end. You will shape the operating model, policies, and team structure to support Babylist’s long-term ambitions and report to the CFO/COO with 100+ agents and ops staff.
You will drive AI-enabled support across multiple product lines, balance internal and outsourced teams, and own the customer experience strategy with a strong ROI mindset. This is a remote-first role in the U.S.
Qualifications
- Experience leading a multi-product consumer support function at a modern tech company.
- Proven track record building and evolving a VP-level support organization.
- Ability to quantify impact with ROI and policy changes.
- Comfort with AI tools and modern support platforms.
- Experience managing both internal and outsourced teams across services.
Responsibilities
- Set strategy and operating model for support across all Babylist products.
- Design AI-human agent collaboration to focus on high-value interactions.
- Define and drive policies, SLAs, and channels with cross-functional partners.
- Partner with AI systems owners and other functions on tooling and scale.
- Represent customers in cross-functional reviews and ensure consistent tone.
- Evolve org structure to cover analytics and operations as the experience grows.
Skills
Job description
Babylist is seeking a VP of Customer Care and Support to lead its support organization end to end. You will shape the operating model, policies, and team structure to support Babylist’s long-term ambitions and report to the CFO/COO with 100+ agents and ops staff.
You will drive AI-enabled support across multiple product lines, balance internal and outsourced teams, and own the customer experience strategy with a strong ROI mindset. This is a remote-first role in the U.S.
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