Job Overview
Location
United States & Canada
Job Type
Full-time
Category
Product Manager
Date Posted
February 24, 2026
Full Job Description
đź“‹ Description
- • Babylist is seeking a highly motivated and experienced Senior Technical Product Manager to revolutionize our customer service technology. As a pivotal member of our growing team, you will spearhead the modernization of our customer service tech stack, architecting and implementing cutting-edge, AI-driven solutions designed to scale Babylist into a billion-dollar enterprise. This is a unique greenfield opportunity to build a sophisticated, scalable customer service technology foundation from the ground up, an area that has historically seen limited technological investment. You will be instrumental in ensuring that over 9 million families annually receive exceptional support during one of life's most transformative journeys.
- • In this role, you will own the entire product lifecycle for your roadmap, from initial discovery, definition, and validation through development, launch, and continuous iteration. You will be the primary driver for implementing Sierra, our newly signed AI chatbot platform, and will be responsible for achieving ambitious automation goals for customer interactions, significantly enhancing efficiency and customer satisfaction.
- • You will collaborate closely with a dedicated, high-performing team of three engineers, a rare and valuable asset for a customer service product role. This close partnership will enable you to define and execute new initiatives with agility and precision. You will also leverage the expertise of design, UX, and other customer-facing teams as needed to deliver best-in-class solutions.
- • A key responsibility will be to evaluate, optimize, and evolve our existing customer service technology stack, including platforms like Zendesk. You will focus on building AI-led workflows that intelligently automate manual processes, freeing up our support agents to handle more complex and empathetic customer interactions.
- • You will act as a central point of contact for product strategy within customer service, collaborating closely with Product and Engineering leadership. Your role will involve prioritizing requests from a diverse set of stakeholders, including Customer Service Operations, Consumer Product teams, and Data teams, ensuring alignment with Babylist's overarching strategic objectives.
- • A critical component of your work will be to build and maintain robust, accurate knowledge centers. These resources will serve as the foundation for both AI systems and human agents, ensuring consistent and reliable information is available as our products and services evolve.
- • You will be responsible for defining key performance indicators (KPIs) and success metrics for your product area. You will work with data and engineering teams to ensure these metrics are surfaced and accessible, and then critically, you will contextualize and communicate the impact of your work to the broader organization, demonstrating the value and ROI of your initiatives.
- • You will foster strong, collaborative relationships with support operations leaders and Customer Service managers. Your close partnership will ensure that the technology solutions you develop are practical, effective, and directly address the real-world needs of our frontline support teams, enhancing their ability to serve our customers.
- • This role offers significant exposure to senior leadership and ample opportunity to expand your scope into adjacent product domains as Babylist continues its rapid growth and scaling. You are expected to be the subject matter expert in customer service technology from day one, bringing your vision and expertise to shape the future of our support operations.
- • As part of a remote-first company, you will contribute to a culture that values focused work, intentional connection, and leveraging AI to amplify impact. You will be empowered to make significant contributions to a product that positively impacts millions of lives during a crucial life stage.
- • You will report directly to the Director of Technical Product, playing an active and vital role in defining and executing an ambitious technology transformation strategy for Babylist's customer service operations, driving efficiency, scalability, and an unparalleled customer experience.
🎯 Requirements
- • 2-5 years of experience as a Product Manager in an agile development environment.
- • Proven experience in customer service, customer support operations, product operations, or similar domains, with a strong understanding of the challenges and opportunities within these areas.
- • Demonstrated ability to work in highly cross-functional roles, effectively managing the needs and expectations of various technical and non-technical stakeholders throughout project execution.
- • Experience with systems integration, data flow, APIs, and the automation of manual processes. Ability to engage in detailed discussions about system architecture with technical counterparts.
- • Strong capability to navigate ambiguity and define executable projects from initially unclear priorities and requirements, particularly in greenfield or under-invested areas.
- • Highly analytical mindset, with a proven ability to leverage data and process improvement techniques to objectively define priorities and action items.
- • Excellent written and verbal communication skills, with the ability to articulate complex ideas clearly and effectively to both technical and non-technical audiences.
🏖️ 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 home office.
- • Comprehensive perks for physical, mental, and emotional health, parenting, childcare, and financial planning.
Skills & Technologies
Express
REST
Product Management
Senior
Remote
About Babylist Inc.
Babylist operates an online baby registry platform that lets expectant parents add items from any retailer, book services, and create cash funds. It aggregates products across major stores, offers a universal registry browser button, and provides personalized checklists. The company also sells its own line of baby merchandise, including nursery furniture, strollers, and accessories, through its e-commerce storefront. Headquartered in Oakland, California, Babylist supports parents with expert guides, product reviews, and a mobile app for managing registries, tracking gifts, and coordinating shipping to recipients.
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