Senior Technical Product Manager, Customer Service

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.

How We Build

Babylist is in the middle of a fundamental shift in how software gets made, and we are not tiptoeing into it. We are rebuilding our engineering culture around a simple belief: AI changes everything. How teams are structured, how decisions get made, how fast ideas become working software. Our engineers own problems end to end, working directly with product, design, and business partners with short feedback loops and real stakeholder access. We ship, learn, and iterate fast. When something is not working, we throw it out and start over — project failure and personal failure are not the same thing here. AI tools are as natural to our workflow as an IDE or version control. We are not exploring this, we are living it. Our engineers use AI to explore tradeoffs, pressure-test designs, and move from problem to solution in hours instead of days. They generate code with AI so they can stay focused on the decisions that actually require human judgment — not the routine ones. More velocity means more time for craft: better test coverage, stronger architecture, and deeper customer understanding. We hold ourselves to a higher quality bar because of AI, not in spite of it. We are building this playbook in real time, and we are looking for people who want to build it with us. If you have already changed how you work because of AI — or you are ready to — and you care more about shipping something great than following a prescribed process, we should talk.

What the Role Is

Babylist's customer base is growing rapidly, serving over 9 million families annually, and with that growth comes the need for sophisticated, scalable customer service technology. The customer service product team develops the technology that powers seamless support experiences for new parents navigating life's most transformative moments. As a

Technical Product Manager for Customer Service

, you will be responsible for modernizing our CS technology stack and implementing AI-driven solutions that will help scale Babylist into a billion dollar enterprise, while ensuring every family receives exceptional support.

This is a greenfield opportunity to build the CS tech stack from the ground up in an area that hasn't had significant tech investment yet. You'll work with a dedicated team of 3 engineers (rare for CS product roles), have direct exposure to senior leadership, and room to expand your scope into adjacent product domains as Babylist scales. You'll be the expert in the room from day one. This role will report to the Director of Technical Product, and have an active part in defining and executing on an ambitious technology transformation strategy for Babylist's customer service operations.

Who You Are

• You're an experienced Product Manager, with 2\-5 years of experience in an agile development environment

• You have experience in customer service, customer support operations, product operations, or similar domains

• You have worked in highly cross\-functional roles, managing the needs of various technical and non\-technical stakeholders when executing projects

• You have experience with systems integration, data flow, APIs and automation of manual processes, and you can discuss system architecture with technical counterparts

• You are able to work with ambiguity, and define executable projects from initially unclear priorities and requirements—particularly in greenfield or under\-invested areas

• You are highly analytical, leveraging data and process improvement techniques to objectively define priorities and action items

• You have excellent written and verbal communication skills, and can express ideas effectively to both technical and non\-technical audiences

• You're a fast learner with an up\-and\-comer mentality, ready to grow your career beyond customer service into adjacent product areas

How You Will Make An Impact

• Drive the full product lifecycle for your roadmap \- discovery, definition and validation, development, launch, and iteration

• Lead the implementation of Sierra, our newly\-signed AI chatbot platform, to achieve ambitious automation goals for customer interactions

• Partner closely with a dedicated team of 3 engineers to define and execute on new initiatives, leveraging design, UX, and other customer\-facing teams as necessary

• Evaluate and optimize our customer service technology stack, including Zendesk, building AI\-led workflows that replace manual processes with intelligent automation

• Collaborate with Product and Engineering leadership to prioritize requests across many stakeholders, primarily including Customer Service Operations, Consumer Product teams, and Data

• Build and maintain reliable knowledge centers (help articles) that serve both AI systems and human agents, ensuring accuracy as products evolve

• Define meaningful and relevant metrics for your space, work with data and engineering teams to surface these metrics, and then contextualize and communicate the impact to the rest of the organization. Preference to be proficient in SQL, but not required

• Partner closely with support operations leaders and CS managers to ensure technology solutions meet the practical needs of frontline teams

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 tools are as natural to how we work as your IDE or version control — we're not exploring this, we're living it.

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