Senior Technical Product Manager, Babylist
Customer Service
$170.4-204.4k
Canada: CAD $153,500 to $192,000. All applicants are eligible for equity and bonuses
More information about location
Online universal baby registry
Be an early applicant
Online universal baby registry
1001+ employees
Be an early applicant
$170.4-204.4k
Canada: CAD $153,500 to $192,000. All applicants are eligible for equity and bonuses
More information about location
1001+ employees
Company mission
To help expecting parents get exactly what they need for the arrival of their new baby.
Role
Who you are
- You're an experienced Product Manager, with 2-5 years of experience in an agile development environment
- You have experience in customer service, customer support operations, product operations, or similar domains
- You have worked in highly cross-functional roles, managing the needs of various technical and non-technical stakeholders when executing projects
- You have experience with systems integration, data flow, APIs and automation of manual processes, and you can discuss system architecture with technical counterparts
- You are able to work with ambiguity, and define executable projects from initially unclear priorities and requirements—particularly in greenfield or under-invested areas
- You are highly analytical, leveraging data and process improvement techniques to objectively define priorities and action items
- You have excellent written and verbal communication skills, and can express ideas effectively to both technical and non-technical audiences
- You're a fast learner with an up-and-comer mentality, ready to grow your career beyond customer service into adjacent product areas
What the job involves
- Babylist's customer base is growing rapidly, serving over 9 million families annually, and with that growth comes the need for sophisticated, scalable customer service technology
- The customer service product team develops the technology that powers seamless support experiences for new parents navigating life's most transformative moments
- As a Technical Product Manager for Customer Service, you will be responsible for modernizing our CS technology stack and implementing AI-driven solutions that will help scale Babylist into a billion dollar enterprise, while ensuring every family receives exceptional support
- This is a greenfield opportunity to build the CS tech stack from the ground up in an area that hasn't had significant tech investment yet
- You'll work with a dedicated team of 3 engineers (rare for CS product roles), have direct exposure to senior leadership, and room to expand your scope into adjacent product domains as Babylist scales
- You'll be the expert in the room from day one
- This role will report to the Director of Technical Product, and have an active part in defining and executing on an ambitious technology transformation strategy for Babylist's customer service operations
- Drive the full product lifecycle for your roadmap - discovery, definition and validation, development, launch, and iteration
- Lead the implementation of Sierra, our newly-signed AI chatbot platform, to achieve ambitious automation goals for customer interactions
- Partner closely with a dedicated team of 3 engineers to define and execute on new initiatives, leveraging design, UX, and other customer-facing teams as necessary
- Evaluate and optimize our customer service technology stack, including Zendesk, building AI-led workflows that replace manual processes with intelligent automation
- Collaborate with Product and Engineering leadership to prioritize requests across many stakeholders, primarily including Customer Service Operations, Consumer Product teams, and Data
- Build and maintain reliable knowledge centers (help articles) that serve both AI systems and human agents, ensuring accuracy as products evolve
- Define meaningful and relevant metrics for your space, work with data and engineering teams to surface these metrics, and then contextualize and communicate the impact to the rest of the organization. Preference to be proficient in SQL, but not required
- Partner closely with support operations leaders and CS managers to ensure technology solutions meet the practical needs of frontline teams
Application process
- During the interview process, we're evaluating your individual problem-solving skills, creativity, and approach to challenges. While AI tools like ChatGPT, Claude, and Cursor are part of your daily toolkit once you join Babylist, all interviews, assessments, and take-home assignments must be completed independently
Our take
Since its 2011 launch, Babylist has grown into one of the most highly rated baby registries in the US. The difference it offers is that it allows users to include products from any store in their registries. On top of this, the company’s model also focuses heavily on creating informational content, which allows it to generate ad revenue while building customer loyalty.
Originally scaled with fairly low venture funding, Babylist claims half of new parents in the US now use its services. This, given that the baby products industry is worth close to $90 billion, shows the company's immense growth and speaks to the impact it has made in the space.
Babylist has seen strong funding in the past, which has fuelled projects such as the launch of virtual showrooms and further expanded the company's presence. The company acquired Expectful, a health and wellness tool, in 2023 with the long-term vision of combining the two companies into a larger health and wellness media property that can help people navigate all aspects of parenthood from fertility to diapers.
Steph
Company Specialist at Welcome to the Jungle
Insights
67% employee growth in 12 months
Company
Funding (1 round)
Nov 2021
$40m
SERIES C
Total funding: $40m
Company benefits
- HAPPIER WEEKENDS – We work to live, not live to work. That means we generally don’t work nights or weekends, and we offer 10 paid holidays throughout the year, in addition to your paid time off.
- PAID TIME OFF THAT WORKS FOR YOU – Life is unpredictable. Use your time off for what you need, whether that’s a vacation, family event or a day to unplug.
- PARENTAL LEAVE – We offer a flexible, 12-week paid parental leave policy.
- FLEXIBLE BENEFITS – Choose from benefits that support your working style, whether that's remote, in the office or something in between.
- HEALTH & WELLNESS – Wellness benefits include 100% paid coverage for medical, vision and dental for full-time employees.
- BABYLIST STORE DISCOUNT – All full-time employees receive a generous Babylist Store discount.
Company HQ
Emeryville, CA
Leadership
Natalie Gordon
(Founder & CEO)Former Software Engineer at Amazon. Initially founded Babylist as a side project and has since taken the company to a market leading status.
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