Program Manager, Customer Support Enablement
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Job Description
Program Manager building AI-native knowledge, training, and workflows for Babylist’s customer support platform. Improving copilot adoption, chatbot resolution, and agent effectiveness.
Responsibilities:
- Build the CS Enablement program from the ground up
- Create systems that keep human and AI agents current on knowledge base, training, and copilot content
- Move support operations from AI-assisted to AI-native
- Build and maintain the knowledge base as the source of truth for AI systems and human agents
- Close content gaps and reduce unnecessary escalations
- Improve chatbot coverage and resolution rates
- Lead implementation of an AI copilot and drive usage to 90%+ of agent interactions
- Build scalable training on trusting, overriding, and improving AI
- Create SOPs for complex scenarios and streamline fragmented workflows
- Design new processes with AI integrated from the start
- Partner with the CS Analyst to identify contact drivers and documentation gaps
- Establish feedback loops with frontline agents
- Partner with BizOps Tech, Product, Analytics, and Customer Support teams on roadmap priorities
Requirements:
- Deep expertise in Support Operations, Enablement, or Knowledge Management
- Experience owning documentation, workflows, and operational strategy in high-volume environments
- Ability to build and manage a knowledge base from scratch using Zendesk, Gladly, Help Scout, Notion, Guru, or similar
- Ability to design for hybrid AI-agent and human-agent support organizations
- Experience structuring content for AI consumption, writing prompts, and evaluating output quality
- Ability to write clear, usable SOPs for complex, multi-step, or edge-case scenarios
- Ability to build and deliver onboarding, process rollout, tool adoption, and AI workflow training
- Strong ability to analyze ticket trends, contact drivers, and resolution times
- Ability to work cross-functionally with BizOps, Product, Analytics, and engineering-adjacent teams
- Demonstrated track record of using AI to improve personal productivity and output
- Comfortable creating a new function without an established playbook
Benefits:
- Company-paid medical, dental, and vision insurance
- Retirement savings plan with company matching and flexible spending accounts
- Generous paid parental leave and PTO
- Winter Wonder Week: the whole company takes a paid week off at the end of the year
- Remote work stipend to set up your office
- Perks for physical, mental, and emotional health, parenting, childcare, and financial planning
- Competitive pay and meaningful opportunities for career advancement
- Career progression and performance-based advancement
- Leading tools like Claude and ChatGPT from day one
- Twice-yearly company gatherings
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