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Senior Director, Head of Customer Support

Senior Director, Head of Customer Support at Babylist.
Babylist
Remote
United States
USD 200,000 - 294,000
Job Description
Babylist is seeking a Senior Director, Head of Customer Support, to lead and scale its customer support operations. This role involves setting the vision for exceptional support, leading a team of over seventy agents, and ensuring every decision is data-driven and impactful. The ideal candidate will balance AI-powered automation with people-led interactions to create an exceptional customer service experience. This role reports to the Chief Product Officer.

Role involves:
  • Setting the vision for exceptional customer support.
  • Driving a high-impact roadmap that blends AI, automation, and human support.
  • Redesigning, optimizing, and inventing operational workflows.
  • Being the expert on user needs and influencing cross-functional teams.
  • Scaling AI without losing the human touch.
  • Optimizing health support for scale.
  • Eliminating friction and improving every step of the customer journey.
  • Developing a systems-level approach to support operations.

Requirements:
  • 8-10+ years of experience managing and scaling teams in user-obsessed customer operations.
  • Experience in business operations and change management.
  • Experience in leading and collaborating across Product, Engineering, Merchandising, and Data teams.
  • Forward-thinking in leveraging AI-powered tools.
  • Proficiency in analyzing large data sets and translating insights into actionable strategies.
  • Proven leadership in guiding teams through extensive change management.
  • Strong cross-functional collaboration skills.
  • Strong communication skills with the ability to influence key stakeholders.

Babylist offers:
  • Infrastructure for support and success.
  • Products that have a positive impact on millions of lives.
  • A sustainable pace with work/life balance.
  • Competitive pay and opportunities for career advancement.
  • Great benefits including company-paid medical, dental, and vision.
  • Generous paid parental leave policy and 401k with company match.
  • Perks for physical, mental, and emotional health, parenting, childcare, and financial planning.
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