Senior Technical Product Manager, Customer Service

Babylist is the leading registry, e-commerce, and content platform for growing families. They are seeking a Senior Technical Product Manager for Customer Service to modernize their customer service technology stack and implement AI-driven solutions to enhance support experiences for families.

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

Requirements:

• 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
• Preference to be proficient in SQL, but not required