Program Manager, Customer Support Enablement
Core
Build and own the systems for human and AI customer support agents, focusing on knowledge base integrity, SOPs, training, and AI workflow design for Babylist and Babylist Health.
Role type
Program Manager, Customer Support Enablement (AI-native)
Builds
Knowledge base, SOPs, training programs, and AI copilot workflows for customer support teams
Domain
Consumer tech (Baby products/Health) + AI-powered Customer Support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure
Required skills
Support operations strategy, knowledge base management, AI prompt engineering, SOP design, training program development, data analysis
Preferred skills
Experience building enablement functions from scratch, cross-functional partnership, AI tool adoption
Technologies
Zendesk, Gladly, Help Scout, Notion, Guru, AI copilots
Responsibilities
Build CS Enablement program from ground up, move support to AI-native model, maintain knowledge base for AI/human use, close content gaps, implement AI copilot, create SOPs for complex scenarios, establish feedback loops with agents
Seniority
Senior, hands-on IC