Product Operations Specialist, Babylist Health

Who We Are

Babylist is the trusted platform for millions of growing families. For over a decade, Babylist has been the technology solution for expecting parents and the community that supports them, expanding from baby registry into a full-service platform that helps parents make decisions with confidence, stay connected, and build happy and healthy families. Every year Babylist helps over 9M people make purchases through its registry, app, ecommerce shop, and comprehensive product guides. The Babylist ecosystem now includes Babylist Health, which provides access to products and services including insurance-covered breast pumps, Expectful, a new voice in health and wellness for pre-pregnancy through postpartum care, and The Push, a branded content studio that works with the biggest companies in the baby space. With over 59M monthly pageviews and 1.2M TikTok followers, Babylist is a generational brand leading the $88 billion baby product industry. To learn about Babylist’s registry options, editorial content, and 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, and achieve results —together, from anywhere.

What the Role Is

Babylist Health needs a Product Operations Specialist to streamline and improve the daily operations to ensure the best experience for our patients. You’ll do this by implementing and optimizing end to end system processes, including those utilized by the Customer Support and Billing teams.  In this role you’ll be responsible for managing the Nikohealth system, monitoring order processing KPIs, and leveraging your health care experience to flag potential process issues. Utilizing strong communication and project management skills, you’ll ensure proper stakeholders are communicated to as products launch, insurance contracts grow, and systems are updated. 

Who You Are

• Experienced in healthcare operations
• Knowledgeable of organizational effectiveness and operations management
• Strong cross-functional skills
• Demonstrated ability to manage multiple projects simultaneously
• Self-motivated and enthusiastic
• Excellent communication skills
• Outstanding organizational skills and attention to detail
• Able to quickly analyze and identify themes in quantitative and qualitative data
• Comfortable communicating openly, clearly, and regularly with the team
• Able to efficiently learn systems/processes and flag potential process failures
• Able to understand and communicate technical features to end-users
• Strong reporting and presentation skills: ability to communicate information effectively to stakeholders

How You Will Make an Impact

Implementation and Optimization 

• Regularly evaluate team processes and technical ecosystems to ensure efficient workflows for order processing
• Help identify new processes that will need to exist in order to support Babylist Health customers through Babylist systems, especially as we add new services
• Flag potential issues to key stakeholders and help to determine who should own any new tasks added to our regular operations
• Support the Billing and CS Managers in finding the appropriate balance of implementing systems / automated vs manual solutions
• Find ways to increase the quality of our user experience by streamlining the cross functional work of the Billing and Customer Support teams. 
• Periodically shadow engineers, billing specialists, and customer support specialists to learn where efficiencies can be gained

Product Operations Support:

• Help to ensure product, insurance rule, or process changes are communicated to the proper teams and stakeholders
• Own the EMR system to ensure products, pricing, payer rules, permissions, and reporting is set up properly; setting up audit processes to ensure accuracy over time
• Own the operational processes behind adding new payers, products or services to our system

Organization/Documentation:

• Own order reporting and data gap resolutions within our EMR system. 
• Own analysis, flagging, and reporting of operational KPIs as well as proposed solutions:
• Average order processing time (including overall, Customer Support, Benefits Investigation, Claims)
• Order processing SLA 
• Cancelation rate 
• Maintain the organization of Babylist Health related documentation 
• Own and maintain SOPs for operational processes

Goals for the individual in this role:

• Reduce the amount of time spent on processing new orders; monitor performance to SLA and continually optimize processes as we add new payers
• Project manage and execute tests for new products and services to inform a successful product and operational build (e.g. bringing on Medicaid payers, expanding replacement parts to all etc.)
• Own operational tasks associated with new product launches
• Own the DME product & insurance matrix: This matrix powers our business, outlining the insurance plans we can support, reimbursement levels, coverage by plan and many other details. Keeping this matrix up to date and maintaining matrix hygiene is a critical piece to keep the business running smoothly

Why You Will Love Working At Babylist

• We are a remote first company and we invest in the infrastructure you’ll need to be supported and successful: tools, opportunities to connect with colleagues, and a stipend to help you set up your office
• We build products that have a positive impact on millions of people’s lives
• We work at a sustainable pace which means work/life balance is a real thing here
• We believe technology and data can solve hard problems 
• We believe in exceptional management 
• We are an antiracist organization and doing the work to support differences of all kinds
• We offer competitive pay and meaningful opportunities for career advancement
• We have great benefits like company paid medical, dental, and vision, a generous paid parental leave policy, and 401k with company match
• We care about employee wellbeing with perks for physical, mental and emotional health, parenting, childcare, and financial planning

Babylist takes a market-based approach to pay, and pay may vary depending on your location. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location.

The estimated pay range for this role is $52,082.00 - $78,227.00

In addition, Babylist offers bonus, and benefits, including company paid health, dental and vision insurance, 401(k) matching, flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.

SMS Consent: As part of our hiring process, Babylist may offer the option to receive text message updates about your application and interview scheduling. You will have the opportunity to opt in or out of SMS communications later in the application process. Choosing not to receive SMS messages will not affect your application status, and communication will continue via email or phone. Message and Data Rates may apply. You can STOP messaging by sending STOP and get more help by sending HELP. To view our Privacy Policy, please visit https://www.babylist.com/privacy.

IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All of our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@babylist.com), instant messaging platforms or unsolicited calls.