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 is remote-first with team members across the U.S. and Canada who move fast, think smart, and use AI as part of how they work every day — not as an experiment, as an expectation. We come together twice a year to build the relationships behind the work, and we hire people who are genuinely excited about what's possible and prove it through how they show up.

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

As a Senior Technical Product Manager for Customer Service, you’ll own the technology that powers how Babylist supports over 9 million families a year. We’re approaching $1B in revenue, we’ve made a real investment in AI-powered customer service, and we’re building a modern CS technology stack from the ground up. This is a greenfield opportunity to define what great CS technology looks like at a company that’s scaling fast and putting real resources behind it.
Day to day, you’ll lead the rollout of our AI chatbot platform, optimize the tools our agents rely on, build reliable knowledge centers that serve both AI systems and human agents, and drive the CS operation toward meaningful automation. You’ll work with a dedicated team of 3 engineers (already staffed), partner daily with CS operations leaders, and report to the Director of Technical Product.

Year one is about building a stable foundation: shipping the AI chatbot, establishing reliable processes, and getting the CS tech stack to a place the business can grow on. Year two is where you shift to driving real value — using intent detection and automation to create high-impact customer experiences, not just deflect tickets. There’s real autonomy here, executive visibility, and a growth trajectory beyond CS into adjacent product areas as Babylist scales.

This might not be a fit if you're a program manager looking to transition into product management, if you've been in CS for 10+ years and are looking for a senior leadership role, or if you need established playbooks and clearly scoped projects to do your best work. We also need someone who can discuss system architecture, integration tradeoffs, and data flow with engineers, not just hand off requirements and wait for a build. If your instinct when something breaks is to file a ticket rather than understand why it broke, this isn't the right environment.

Who You Are

• You have 7+ years of product management experience, with at least 3-5 of those years in direct ownership of CS or support technology. You've owned a CS tech stack, not just contributed to one. You understand the pain points of support operations because you've built products to solve them.
• You're technically fluent. You can discuss system architecture, APIs, integrations, and data flow with engineering counterparts. You evaluate technical tradeoffs, not just translate business requirements. When something breaks, you understand why at a systems level.
• You've managed complex system integrations across multiple platforms and understand how data flows between them. You know what goes wrong at the seams and how to prevent it.
• You're a product manager, not a program manager. You own product strategy and execution, not just timelines and coordination. You identify problems independently, build the case for solving them, and drive the full lifecycle from discovery through iteration.
• You work embedded with your operational stakeholders, not adjacent to them. You know the CS team's pain points because you've sat with agents, observed their workflows, and built solutions from that understanding.
• You're comfortable with significant ambiguity. This is a new role in an area that hasn't had investment. You'll define the playbook, not inherit one.
• You're curious about AI and actively experimenting with how it can automate manual processes and improve customer experiences. You don't need to be an AI engineer, but you should see a manual workflow and immediately wonder if AI could handle part of it.

How You Will Make An Impact

• Lead the implementation of Sierra, Babylist's newly-signed AI chatbot platform, to achieve ambitious automation goals for customer interactions. Own the rollout end to end: requirements, configuration, testing, training, launch, and ongoing optimization.
• Stabilize and optimize the core CS platform. Transform the primary CS platform into a clean, reliable workspace for agents. Build AI-led workflows that replace manual processes with intelligent automation. Ensure the tools agents use every day actually work the way they should.
• Build and maintain reliable knowledge centers that serve both AI systems and human agents. Ensure help articles stay accurate when products evolve and create processes that prevent knowledge decay.
• Partner with your dedicated team of 3 engineers to define and execute the technical roadmap. Translate CS operational pain points into clear technical requirements and own the full product lifecycle for your space.
• Define meaningful metrics for CS technology performance, work with data and engineering to surface them, and communicate impact to the rest of the organization. Use data to prioritize, not just to report.
• Work closely with CS operations leaders and managers to ensure technology solutions meet the practical needs of frontline teams. You're the bridge between what agents need and what engineering builds.
• Drive the CS operation toward the long-term goal of 70% automated interactions by identifying automation opportunities, building the business case, and shipping solutions that actually work for customers and agents.

About Compensation

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

US $170,357 to $204,387
CAD $153,500 to $192,000

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.

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

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

Important Notices

Recorded Interviews Babylist uses an interview recording tool to record and transcribe interviews for evaluation purposes in accordance with applicable privacy laws. By participating in an interview, you consent to this recording and transcription.

Interview Integrity At Babylist, every team uses AI daily and we love it. During interviews though, we want to see you — your thinking, your problem-solving, your creativity. All interviews and assessments should be completed independently without AI tools or third-party assistance unless we tell you otherwise. We'll always be clear when AI is welcome. Misrepresentation during the process may result in removal from consideration.

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