VP Customer Support & Operations

📋 Description

• • Babylist is seeking a visionary and results-oriented Vice President of Customer Support & Operations to lead two pivotal functions: Customer Support and Health Operations. This executive role is instrumental in shaping the future of user experience at Babylist, by building and scaling AI-driven and people-powered support systems. As a key member of the leadership team, reporting directly to the Chief Product Officer, you will be responsible for the end-to-end strategy, execution, and continuous improvement of our customer support and health operations, ensuring they align with Babylist's core value: 'We Love Our Users.'
• • This is a hands-on, operator-first leadership position that requires a deep understanding of operational excellence, innovation, and the strategic application of AI and automation to deliver fast, effective, and empathetic customer service at scale. You will define the vision, structure, and systems necessary for Babylist to achieve its ambitious growth targets while maintaining an unparalleled user experience.
• • Your primary responsibility will be to own the entire customer support and revenue cycle management (RCM) operating model. This encompasses designing the optimal organizational structure, defining efficient workflows, and establishing key performance indicators (KPIs) that drive efficiency, reliability, and an exceptional user journey. You will have direct accountability for RCM operational goals, focusing on maximizing impact and efficiency in areas such as timely claim filing, denial management, and payment receipt and posting, directly influencing the business's financial health.
• • You will be tasked with developing and executing a comprehensive strategic plan for both Support and Health Operations. This includes long-term capacity planning, optimizing resourcing models, and setting measurable performance objectives that are tightly aligned with Babylist's overarching company goals. A critical component of this strategy will be building the foundation for an AI-enabled support organization. This involves establishing robust policies, Standard Operating Procedures (SOPs), and comprehensive knowledge systems that effectively support both human agents and AI copilots. Close collaboration with the Technology and Engineering teams will be essential to ensure that AI and automation solutions deliver high-quality, consistent outcomes that meet and exceed the Babylist standard.
• • You will establish sophisticated operational and performance mechanisms to meticulously track service quality, user satisfaction, team efficiency, and the overall cost to serve. This includes developing intuitive dashboards and reports that provide clear visibility to executives and cross-functional teams across Babylist, fostering transparency and informed decision-making.
• • Leading regular Business Review meetings (MBRs) will be a key aspect of your role, where you will communicate performance trends, identify key risks, and present improvement initiatives. Ensuring that all strategic and operational decisions are grounded in accurate, timely data will be paramount.
• • Cultivating a data-driven culture is essential. You will ensure that every significant operational decision is informed by robust metrics, direct user feedback, and clearly defined success criteria. This data-centric approach will permeate all levels of the organization under your leadership.
• • You will foster strong collaborative partnerships with Product, Engineering, and other Operations teams. This collaboration will focus on identifying and resolving root-cause issues that negatively impact the user experience, and on prioritizing strategic investments in tools, automation, and process enhancements that drive significant improvements.
• • Close partnership with Finance and Data Science teams will be crucial for accurate demand forecasting for support services, modeling operational costs, and evaluating the ROI of investments in automation, AI, and staffing efficiencies. This financial acumen will ensure resource allocation is optimized for maximum business impact.
• • A significant part of your role will involve leading, mentoring, and developing high-performing teams and leaders within the Support and Health Operations functions. This includes setting clear performance expectations, defining career development paths, and implementing effective mechanisms for accountability and continuous professional growth.
• • Ensuring strict compliance and process integrity is non-negotiable, particularly within the Health Operations domain. You will maintain the necessary controls and oversight to meet stringent healthcare, privacy, and financial regulatory standards.
• • As an executive leader, you will represent the Support function at the highest levels of the company, influencing overall strategy, aligning departmental priorities, and ensuring that all operational decisions unequivocally reflect Babylist’s unwavering commitment to its 'We Love Our Users' ethos.
• • This role offers a unique opportunity to leverage AI and data to redefine customer support and health operations in the rapidly growing baby products industry, contributing significantly to Babylist's mission of helping families thrive during one of life's most important transitions.