VP, Customer Care & Support

What the Role Is Babylist is hiring a VP of Customer Care and Support to lead our support organization end to end, across our multiple product lines. You'll set the strategy for the operating model, policies, and team structure that define the support experience. You'll report directly to our CFO/COO, with two direct reports and a broader team of 100+ across agents and ops, a mix of internal and outsourced, with room to build and shape the org to support Babylist’s long-term ambitions. Who You Are Have run customer support for a complex, multi-product consumer business at a modern, tech-forward company, where the surface area kept expanding. Have operated at the VP-level, owning support strategy and outcomes for the full function, not just a piece of it, with real accountability to the executive team. Can point to how you evolved a support org over time: what it looked like when you got there, what you changed or rebuilt, and why. Fluent in modern support tooling and AI, with real opinions on where the industry is headed and what great support looks like. Have built and led people leaders, not just individual contributors, with real tenure in the seats, enough to have gone through multiple performance cycles and periods of company change and evolution. Thinks about support economics in ROI terms, not pure cost: you can make the case for spending more where it improves the experience, and driving efficiency where it doesn't. Comfortable owning customer facing policy, not just enforcing it. You bring outside benchmarks and internal data to champion change, and you take that point of view to Commercial, Supply Chain and Finance stakeholders to drive alignment. Experience with consumer health or another regulated, consumer privacy focused t support environment is a plus Comfortable in an environment where multiple consumer experience and service offerings adds real complexity to SLAs and queue management You naturally reach for AI in your work. At Babylist, every team uses AI daily. You're already using it to move faster and improve your output, and you stay curious about what's coming next. How You Will Make An Impact Set the strategy and operating model for suppor t across all of Babylist, translating that into the staffing, structure, and incident reduction work needed to deliver on it. Build the operating model for how AI and human agents work together, shifting agent time away from low-value tickets and toward the interactions that actually define the experience. Bring a strong point of view on CS internal and customer facing policies, support channels, SLAs, and drive those changes through with cross-functional partners.