Apply on Employer Site

Babylist · 2 weeks ago

Vice President of Customer Support & Revenue Cycle Management

United States

Full-time

Remote

Director/Executive

$244K/yr - $293K/yr

15+ years exp

Babylist is the leading registry, e-commerce, and content platform for growing families. They are seeking a Vice President of Customer Support & Revenue Cycle Management to lead the core customer support and revenue cycle management operations, focusing on operational excellence and innovation.

BabyE-CommerceHealth CareInternetMarketplaceParentingToys

Growth Opportunities

Responsibilities

Own the end-to-end Support and RCM operating model — designing the structure, workflows, and success metrics that ensure efficiency, reliability, and an exceptional user experience

Own the RCM Operational Goals: You have direct ownership of the RCM operational goals and their impact on the business. This includes driving greater impact/efficiency from timely filing, denial management, and payment receipt and posting

Develop and execute the strategic plan for Support and RCM, including long-term capacity planning, resourcing models, and measurable performance objectives tied to company goals

Build the foundation for an AI-enabled support organization, establishing policies, SOPs, and knowledge systems for both human and AI copilots. Partner with Technology to ensure AI and automation deliver high-quality, consistent outcomes that meet the Babylist standard

Establish operational and performance mechanisms that track service quality, user satisfaction, team efficiency, and cost to serve — building dashboards and reports that provide visibility for executives and teams across Babylist

Lead regular business reviews (MBRs) that communicate performance trends, key risks, and improvement initiatives; ensure decisions are informed by accurate, timely data

Build and maintain a data-driven culture, ensuring every major operational decision is grounded in metrics, user feedback, and clear success criteria

Partner with Product, Engineering, and Operations to identify and resolve root-cause issues impacting the user experience, and to prioritize the right investments in tools, automation, and process improvement

Partner with Finance and Data to forecast support demand, model operational costs, and evaluate investments in automation, AI, and staffing efficiency

Lead and develop high-performing teams and leaders, setting clear expectations, career paths, and mechanisms for accountability and continuous improvement

Ensure compliance and process integrity within Support and RCM, maintaining the controls and oversight required to meet healthcare, privacy, and financial standards

Represent Support and RCM at the executive level, influencing company strategy, aligning priorities, and ensuring operational decisions reflect Babylist’s commitment to •We Love Our Users.•

Qualification

Customer Support LeadershipRevenue Cycle ManagementAI IntegrationData-Driven Decision MakingOperational ExcellenceTeam DevelopmentStrategic PlanningFinancial ModelingUser Experience ImprovementCompliance Knowledge

Required

15+ years of experience leading customer support, or operational functions in a tech-forward, user-centric environment; experience with revenue cycle management or healthcare operations is a plus

Proven track record of developing strategy in high-growth, user-centered companies that improves both user experience and business performance; knows how to bring teams along through change and growth

Owned user-facing systems and operations, making data-driven decisions about new features, processes, and experiences that directly impact users

Experienced operating in a technology- and data-forward environment, working closely with Engineering and Product to deliver intelligent, user-centric outcomes. Understands how AI and machine learning shape support and quality systems, and how to lead human-AI teams effectively

Built operational mechanisms from the ground up to measure team performance, user satisfaction, and quality; created transparent reporting systems that inform the company, rally resources, and align teams around key initiatives

Built and scaled organizations and culture, designing teams, developing leaders, and creating accountability systems that raise performance and deliver results

Partnered with Finance to build and use financial models, diving deep into operational and cost drivers to inform decisions that improve efficiency and strengthen both user experience and business performance

Served as an executive and company leader, trusted to bring clarity and alignment across Product, Engineering, and Operations — consistently driving continuous improvements to the user experience and operational performance

Preferred

Experience in revenue cycle management and regulated environments, with knowledge of healthcare billing, insurance claims, privacy, and financial compliance requirements; builds teams and processes that operate with accuracy, consistency, and compliance