Vice President of Customer Care and Support

About the Role

Babylist is seeking an experienced Vice President of Customer Care and Support to oversee and lead its full support organization across multiple product lines. Reporting directly to the CFO/COO, this leadership role will define strategy, operational models, policies, and team structures for the customer support experience. Managing two direct reports and a broad team of over 100 employees both internal and outsourced, this role offers opportunities to scale and shape the team to align with Babylist's growth objectives.

Key Responsibilities

• Develop and implement the strategic vision and operational framework for customer support across all Babylist products.
• Design and manage the collaboration between AI technologies and human agents to optimize customer interactions and reduce low-value workload.
• Formulate and influence internal and external policies, support channels, service level agreements (SLAs), and ensure successful cross-department adoption.
• Serve as a key stakeholder alongside Fulfillment, Operations Engineering, and Business Operations teams in supporting tools and AI systems.
• Advocate for the customer perspective in interdisciplinary meetings and coordinate with Marketing to maintain a consistent brand voice.
• Continuously refine organization structure to cover analytics and operations in line with evolving service demands.

Candidate Profile

• Proven leadership experience managing customer support in a complex, multi-product consumer business at a technology-driven company.
• Executive-level experience owning full support strategies and measurable results with accountability at leadership levels.
• History of transforming support organizations, including restructuring and process improvements.
• Expertise in modern support tools and artificial intelligence, including a clear vision on the industry's future and best practices.
• Experience leading managers and people leaders across multiple performance cycles and organizational changes.
• Business-minded approach that balances ROI-driven support spending with cost efficiency.
• Strong leadership in customer-facing policy creation, using external benchmarks and internal data to drive consensus across Commercial, Supply Chain, and Finance.
• Preferred experience in consumer health or similarly regulated environments emphasizing customer privacy compliance.
• Familiarity managing complex service levels and queue systems across multiple consumer offerings.
• Daily practice in leveraging AI to enhance work output and maintain curiosity about emerging technologies.

Why Join Babylist?

• Opportunity to shape actual customer service policies, channels, and SLAs with autonomy.
• Close collaboration with the company-wide AI strategy team, contributing as a strategic partner.
• Lead a diverse support organization addressing a sophisticated business landscape involving order logistics and new customer scenarios.

Compensation

The salary range starts from $244,352 to $293,239 annually, complemented by a 35% annual bonus and competitive equity packages. Compensation is adjusted based on location, experience, and qualifications, with performance-driven growth opportunities.

About Babylist

Babylist is a leading platform for expecting and new families, serving over 10 million shoppers annually. The company offers a broad ecosystem, including registry, shopping, health, financial services, and boutique showrooms, generating $750 million in projected revenue for 2025. Focused on utilizing technology and AI to enhance family experiences, Babylist is reshaping the $235 billion children’s market.

Work Environment and Culture

• Remote-first workforce throughout the U.S. and Canada, driven by rapid innovation, smart thinking, and AI-enabled workflows.
• Twice-yearly in-person meetups to build relationships and collaboration.
• Culture values purposeful work balanced with rest and recharging.
• Exceptional management and investment in collaboration tools.
• Products designed to enhance millions of lives and integrate AI into everyday work.

Employee Benefits and Growth

• Competitive salary and career advancement opportunities.
• Commitment to performance-based progression.
• Comprehensive healthcare including medical, dental, and vision coverage paid by the company.
• Retirement plans with company matching and flexible spending accounts.
• Generous parental leave and paid time off.
• Company-wide paid week off each winter for team rejuvenation.
• Remote work stipends and benefits supporting physical, mental, emotional health, parenting, childcare, and financial planning.

Additional Information

• Interviews are recorded and transcribed in compliance with privacy laws; candidates consent by participating.
• AI usage in the hiring process is encouraged, but applicants must ensure their submissions are authentic representations of their skills.
• AI tools assist with application screening, but final hiring decisions are human-led.
• Candidates should disclose any close relationships with current employees to maintain fairness.
• Beware of scams; official communications come from verified company email addresses only.