VP, Customer Support & Operations

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.

What The Role Is

Babylist is hiring a Vice President of Customer Support & Operations to lead two critical functions that power the Babylist experience: Support and Health Operations. This is an opportunity to shape the future of how we support our users through AI-driven and people-based experiences. You’ll build the systems, teams, and operations that deliver excellent service at scale.

Support is a vital part of the Babylist brand and our user experience. Reporting to the Chief Product Officer, this is a hands-on, operator-first leadership role. You are accountable for building, running, and continuously improving the core customer support and health operations. 

The VP of Customer Support & Operations role combines operational excellence with innovation, leveraging AI, automation, and people-based service to deliver fast and effective support. You’ll define the vision, structure, and systems that enable Babylist to grow while staying true to our core value: We Love Our Users.

Who You Are

• 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
• Not required, but valued: knowledge of healthcare billing, insurance claims, privacy, and financial compliance requiremen