VP Customer Support & Operations

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Who We Are

Babylist is the leading registry, e-commerce, and content platform for growing families. More than 9 million people shop with Babylist every year, making it the go-to destination for seamless purchasing, trusted guidance, and expert product recommendations for new parents and the people who love them. What began as a universal registry has grown into a full ecosystem for new parents, including the Babylist Shop, Babylist Health, and a flagship showroom in Los Angeles. Hundreds of brands in baby and beyond partner with Babylist to engage meaningfully with families during one of life’s most important transitions. With over $1 billion in annual GMV, and more than $500 million in 2024 revenue, Babylist is reshaping the $320 billion baby product industry. We’re helping parents feel confident, connected, and cared for at every step. As we build the generational brand in baby, our mission remains simple: to connect growing families with everything they need to thrive.To learn more, visit www.babylist.com.

Our Ways of Working

Babylist thrives as a remote-first company, with HQ team members located across the U.S. and Canada. We meet in person twice a year—once as a company and once by department to strengthen the relationships that power our work. We show up consistently, stay purpose-driven, leverage AI to amplify our impact, and achieve results—together, from anywhere.

What The Role Is

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.

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

How You Will Make an Impact

• 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

Why You Will Love Working At Babylist

Our Culture

• We work with focus and intention, then step away to recharge
• We believe in exceptional management and invest in tools and opportunities to connect with colleagues
• We build products that positively impact millions of people's lives
• AI is intentionally embedded in how we work, create, and scale—supporting innovation and impact

Growth & Development

• Competitive pay and meaningful opportunities for career advancement
• We believe technology and data can solve hard problems
• We're committed to career progression and performance-based advancement

Compensation & Benefits

• Competitive salary with equity and bonus opportunities
• Company-paid medical, dental, and vision insurance
• Retirement savings plan with company matching and flexible spending accounts
• Generous paid parental leave and PTO
• Remote work stipend to set up your office
• Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

About Compensation

We use a market-based approach to compensation. The base starting salary range for this role is:

$244,000.00 - $293,200.00

Your starting salary will be based on your location, experience, and qualifications, with increases over time tied to performance, role growth, and internal pay equity.

Important Notices

Interview Process & ConsentBabylist uses AI to record and transcribe all interviews for evaluation purposes in accordance with CCPA and GDPR. By participating in an interview, you consent to this recording and transcription.

Interview IntegrityDuring 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.

Official CommunicationAll communication will come only from the Babylist Talent Team via an @babylist.com email address. We will never request payment, bank information, or personal financial details. Be cautious of fraudulent outreach via non-company email addresses, messaging platforms (e.g., WhatsApp, Telegram), or unsolicited phone calls. Verify legitimate opportunities on our careers page.

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