Babylist Offices

Build and lead Babylist’s customer support enablement program from the ground up. Own the knowledge base, SOPs, training, AI copilot workflows, and feedback systems supporting human and AI agents. Analyze support data to identify documentation gaps, improve chatbot coverage and resolution rates, increase copilot adoption, and reduce escalations. Partner cross-functionally with Customer Support, BizOps, Product, Analytics, and engineering-adjacent teams to establish scalable, AI-native support operations.

Leads payer onboarding, transitions, ongoing payer operations, licensing, credentialing, audits, site inspections, and regulatory compliance for Babylist Health. Builds scalable processes, monitors payer performance, manages commercial and Medicaid operations, program-manages new business launches, and partners with billing, legal, product, contracting, and customer support. Manages and develops two direct reports while establishing the operational foundation for expanding clinical services.

Lead Babylist’s brand positioning, architecture, visual identity, creative studio, campaign concepting, video production, and partnership marketing. Build scalable, AI-enabled brand systems that help teams create on-brand work without manual approvals. Partner with product design, engineering, content, communications, and commercial teams to increase brand awareness, customer acquisition, and partner value while protecting brand consistency across the customer journey.