VP, Customer Support & Revenue Cycle Management

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 thrives as a remote-first company, with HQ team members located across the U.S. and Canada. We meet in person twice a year—once as a company and once by department to strengthen the relationships that power our work. We show up consistently, stay purpose-driven, leverage AI to amplify our impact, and achieve results—together, from anywhere.

What The Role Is

Babylist is hiring a Vice President of Customer Support & Revenue Cycle Management (RCM) to lead two critical functions that power the Babylist experience: Support and Health RCM. 

Support is a vital part of the Babylist brand and our user experience. This role reports to the Chief Product Officer to ensure that user insights and needs are directly reflected in how we design and develop our products. The VP of CS & RCM role combines operational leadership with innovation, leveraging AI, automation, and people-based service to deliver fast, effective support at scale. You’ll define the vision, structure, and systems that enable Babylist to grow while staying true to our core value: We Love Our Users.

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.

Who You Are

• 15+ years of experience leading user experience, 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 large-scale, 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: Experience in revenue cycle management and regulated environments, with knowledge of healthcare billing, insurance claims, privacy, and financial compliance requirements; builds teams and processes that operate with accuracy, consistency, and compliance

How You Will Make an Impact

• Own the end-to-end Support and RCM operating model — designing the structure, workflows, and success metrics that ensure efficiency, reliability, and an exceptional user experienc