Vice President of Customer Support & Operations, Babylist
$244-293.2k
+ Equity + Bonus
Expert level
Remote from US
Online universal baby registry
Open for applications
Online universal baby registry
1001+ employees
B2CMarketplaceConsumer GoodseCommerce
Open for applications
$244-293.2k
+ Equity + Bonus
Expert level
Remote from US
1001+ employees
B2CMarketplaceConsumer GoodseCommerce
Company mission
To help expecting parents get exactly what they need for the arrival of their new baby.
Role
Who you are
- 15+ years of experience leading customer support, or operational functions in a tech-forward, user-centric environment; experience with revenue cycle management or healthcare operations is a plus
- Proven track record of developing strategy in high-growth, user-centered companies that improves both user experience and business performance; knows how to bring teams along through change and growth
- Owned user-facing systems and operations, making data-driven decisions about new features, processes, and experiences that directly impact users
- Experienced operating in a technology- and data-forward environment, working closely with Engineering and Product to deliver intelligent, user-centric outcomes. Understands how AI and machine learning shape support and quality systems, and how to lead human-AI teams effectively
- Built operational mechanisms from the ground up to measure team performance, user satisfaction, and quality; created transparent reporting systems that inform the company, rally resources, and align teams around key initiatives
- Built and scaled organizations and culture, designing teams, developing leaders, and creating accountability systems that raise performance and deliver results
- Partnered with Finance to build and use financial models, diving deep into operational and cost drivers to inform decisions that improve efficiency and strengthen both user experience and business performance
- Served as an executive and company leader, trusted to bring clarity and alignment across Product, Engineering, and Operations — consistently driving continuous improvements to the user experience and operational performance
- Not required, but valued: knowledge of healthcare billing, insurance claims, privacy, and financial compliance requirements; builds teams and processes that operate with accuracy, consistency, and compliance
What the job involves
- Babylist is hiring a Vice President of Customer Support & Operations to lead two critical functions that power the Babylist experience: Support and Health Operations
- This is an opportunity to shape the future of how we support our users through AI-driven and people-based experiences. You’ll build the systems, teams, and operations that deliver excellent service at scale
- Support is a vital part of the Babylist brand and our user experience. Reporting to the Chief Product Officer, this is a hands-on, operator-first leadership role. You are accountable for building, running, and continuously improving the core customer support and health operations
- The VP of Customer Support & Operations role combines operational excellence with innovation, leveraging AI, automation, and people-based service to deliver fast and effective support
- You’ll define the vision, structure, and systems that enable Babylist to grow while staying true to our core value: We Love Our Users
- Own the end-to-end Support and revenue cycle management operating model — designing the structure, workflows, and success metrics that ensure efficiency, reliability, and an exceptional user experience
- Own the revenue cycle management operational goals: You have direct ownership of the RCM operational goals and their impact on the business. This includes driving greater impact/efficiency from timely filing, denial management, and payment receipt and posting
- Develop and execute the strategic plan including long-term capacity planning, resourcing models, and measurable performance objectives tied to company goals
- Build the foundation for an AI-enabled support organization, establishing policies, SOPs, and knowledge systems for both human and AI copilots. Partner with Technology to ensure AI and automation deliver high-quality, consistent outcomes that meet the Babylist standard
- Establish operational and performance mechanisms that track service quality, user satisfaction, team efficiency, and cost to serve — building dashboards and reports that provide visibility for executives and teams across Babylist
- Lead regular business reviews (MBRs) that communicate performance trends, key risks, and improvement initiatives; ensure decisions are informed by accurate, timely data
- Build and maintain a data-driven culture, ensuring every major operational decision is grounded in metrics, user feedback, and clear success criteria
- Partner with Product, Engineering, and Operations to identify and resolve root-cause issues impacting the user experience, and to prioritize the right investments in tools, automation, and process improvement
- Partner with Finance and Data to forecast support demand, model operational costs, and evaluate investments in automation, AI, and staffing efficiency
- Lead and develop high-performing teams and leaders, setting clear expectations, career paths, and mechanisms for accountability and continuous improvement
- Ensure compliance and process integrity, maintaining the controls and oversight required to meet healthcare, privacy, and financial standards
- Represent Support at the executive level, influencing company strategy, aligning priorities, and ensuring operational decisions reflect Babylist’s commitment to We Love Our Users
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
- You may not use AI tools, third-party services, coaching platforms, or content-farming services during any part of the interview process unless we explicitly permit it. We will clearly communicate when AI tools are allowed for specific assessments
- Any indication of third-party assistance or AI-generated responses will result in immediate disqualification. We may also verify educational credentials through third-party sources—providing false or misleading information will result in removal from consideration
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
Led by a woman
Top investors
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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