Senior Director / Head of Customer Support, Babylist
$200-294k
+ Equity + Bonus
Online universal baby registry
Open for applications
Online universal baby registry
501-1000 employees
Open for applications
$200-294k
+ Equity + Bonus
501-1000 employees
Company mission
To help expecting parents get exactly what they need for the arrival of their new baby.
Role
Who you are
- The ideal candidate is a data-driven builder with a strong sense of ownership.
- You have smart mental models about when to “bandaid” or break and completely rebuild processes to optimize for better outcomes.
- You have experience navigating change management, from backend workflow transformations to customer-facing improvements, and can balance short-term efficiency gains with long-term strategic impact.
- You think in terms of systems, designing scalable solutions that align technology, operations, and user experience.
- You bring 8-10+ years of experience managing and scaling teams in user-obsessed customer operations, fast-paced, consumer-tech environments
- A leader who excels at both setting long-term strategy and diving into daily user operations. Skilled at scaling teams while maintaining a user-first approach
- Deep experience in business operations and change management, particularly in optimizing backend workflows and enhancing customer-facing experiences
- Experienced in leading and collaborating across Product, Engineering, Merchandising, and Data teams to drive meaningful, systems-level improvements that impact operations and drive positive business outcomes
- Forward-thinking in leveraging AI-powered tools such as predictive analytics, chatbots, and automation to streamline processes. Able to balance automation with people to improve efficiency while maintaining a human touch. Experienced in driving adoption and implementation of new technologies within teams
- Highly proficient in analyzing large data sets, identifying trends, and translating insights into actionable strategies. Builds transparent reporting structures that provide company-wide visibility into support performance. Strong ability to use data storytelling to influence stakeholders and drive improvements
- A proven leader in guiding teams through extensive change management, effectively navigating large-scale operational transformations to reach new levels of service excellence. Skilled at implementing new processes, technologies, and cultural shifts while keeping teams aligned, motivated, and focused on the end goal
- A natural cross-functional collaborator who works seamlessly with fulfillment, data, engineering, and product teams. Breaks down silos to ensure customer insights drive company-wide improvements. Strong communicator with the ability to influence key stakeholders through data-backed recommendations
- Someone who knows when and where to break current processes in pursuit of a better outcome. You challenge the status quo intelligently, ensuring changes are deliberate, data-driven, and lead to measurable improvements
- You are a relentless instigator on behalf of our users. You practice high accountability / low blame ownership
What the job involves
- As the Senior Director, Head of Customer Support at Babylist, you will set the vision, scale operations, and lead a team of over seventy agents in supporting millions of users. You will ensure that every decision on serving our users, data, and business impact
- You’ll lead the Customer Support teams for Babylist and Babylist Health, balancing AI-powered automation with people-led interactions to create exceptional customer service experiences.
- You’ll collaborate daily with fulfillment, data, engineering, and product teams to solve problems and develop innovative support solutions.
- This role reports to the Chief Product Officer
- Set the Vision for Exceptional Support: Define what world-class customer care looks like for growing families—where empathy, innovation, and efficiency come together. Lead the charge in transforming support into a competitive advantage that strengthens Babylist’s connection with users
- Turn Strategy into Action: Drive a high-impact roadmap that blends AI, automation, and human support to create seamless, personalized experiences. Ensure every initiative reinforces Babylist’s “We Love Our Users” commitment and fuels business growth
- Redesign, Optimize and Invent Operational Workflows: Identify inefficiencies in backend processes and introduce solutions that scale. Drive change management initiatives that improve operational effectiveness, reduce friction, and enhance overall service delivery
- Be the Expert on What Users Need: Own the narrative on customer pain points by combining data and real user feedback. Influence cross-functional teams to make smarter, user-first decisions that enhance the support experience at scale
- Scale AI Without Losing the Human Touch: Expand self-service solutions that drive efficiency while keeping interactions warm and personal. Automate where it makes sense—so agents can focus on high-value moments that truly matter
- Optimize Health Support for Scale: Build streamlined, high-efficiency workflows that keep pace with Babylist Health’s rapid growth. Ensure every user gets fast, high-quality assistance, no matter the complexity of their needs
- Eliminate Friction, Improve Every Step: Pinpoint and remove pain points in the customer journey, refining policies and processes to create smoother experiences. Test, measure, and iterate relentlessly to stay ahead of user expectations
- Develop a Systems-Level Approach: Ensure that support operations are deeply integrated with the broader business strategy, aligning customer insights with improvements in fulfillment, technology, and product development
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 immense growth of the company as well as speaking to the impact it has made in the space.
Babylist has seen strong funding in the past which fuelled projects such as the launch of virtual showrooms, and facilitated the company's expansion further into the market. The company acquired Expectful, a health and wellness tool, in 2023 with the long-term vision to combine the companies into a larger health and wellness media property, that can help people navigate all parts 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
(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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