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 t