Babylist · 6 hours ago
Sr. Technical Product Manager, Customer Support
United States
Full-time
Remote
Mid, Senior Level
$170K/yr - $204K/yr
2+ years expBabylist is the leading registry, e-commerce, and content platform for growing families. The Sr. Technical Product Manager for Customer Support will be responsible for modernizing the customer service technology stack and implementing AI-driven solutions to enhance support experiences for families.
BabyE-CommerceHealth CareInternetMarketplaceParentingToys
Hiring Manager
Kristin Phillips
Responsibilities
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
Qualification
Required
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
Preferred
Preference to be proficient in SQL, but not required
Benefits
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
Company
Babylist
Babylist is an online platform that offers baby registry for expecting parents and products such as toys, baby care, and clothing.
201-500 employees
H1B Sponsorship
Babylist has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (2)
Funding
Current Stage
Growth StageTotal Funding
$40.65MKey Investors
Norwest
2021-11-04Series C· $40M
2018-02-15Series Unknown
2013-06-25Seed· $0.65M
Leadership Team
Natalie Gordon
CEO & Founder
Recent News
EIN Presswire
2025-09-30
Company data provided by crunchbase