Babylist Offices

Build and lead Babylist’s customer support enablement program from the ground up. Own the knowledge base, SOPs, training, AI copilot workflows, and feedback systems supporting human and AI agents. Analyze support data to identify documentation gaps, improve chatbot coverage and resolution rates, increase copilot adoption, and reduce escalations. Partner cross-functionally with Customer Support, BizOps, Product, Analytics, and engineering-adjacent teams to establish scalable, AI-native support operations.

Lead day-shift fulfillment operations, supervising kitting, picking, packing, SLUs, and drivers. Manage 60+ team members, ensure accurate and timely order fulfillment, enforce safety and compliance, coach and develop staff, optimize workflows, track KPIs, and own shift handoffs and cross-team communication.

Provide warm, expert in-store service to expectant and new families: greet guests, guide product discovery, assist with building/managing registries, maintain product knowledge, support showroom operations, merchandising, events, and collaborate on content and feedback.