Senior Manager, Product Design, Trust & Safety and Customer Support

Company Description
Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, whether a team member of Etsy, Reverb, or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

Salary Range:

$187,000.00 - $243,000.00

What’s the role?  

As a Senior Product Design Manager working across Trust & Safety and Customer Support, you will guide your design team in ensuring our marketplace is safe and our customers receive the help they need to thrive. We focus on detecting policy violative content and adversarial actors, protecting Etsy from financial loss, and provide outstanding customer support. We craft comprehensive customer experiences that bridge our buyer, seller, and internal teams and work on a wide range of projects to support our vision.

You will collaborate with partners from Product, Engineering, Research, and Analytics to ensure every interaction with Etsy is representative of our trusted brand. You’ll identify the highest impact new opportunities, and lead your team to turn them into compelling customer experiences. We are looking for a design leader to guide this team in setting our design and product strategy, fostering our customer-centric design practices, identifying connections with designers and design leaders on other teams across the company, and helping our design team to evolve and grow as we scale.This is a full-time position reporting to the Director of Product Design.

In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy.

For this role, we are considering candidates based in the United States. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub or in the San Francisco Bay Area may be the first to be considered. For candidates within commutable distance, Etsy requires in-office attendance once or twice per week depending on your proximity to the office. Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more details about our work modes and workplace safety policies here.

What’s this team like at Etsy?

The Trust & Safety and Customer Support team is accountable for crafting outstanding experiences that build buyer and seller trust, prevent harm from happening, and help buyers and sellers make it right when something goes wrong. You will partner closely with business and product leaders to establish overarching product visions and strategies, ensure goals are met, and adapt to marketplace shifts in safety, fraud, and customer support.

What does the day-to-day look like?

• Lead product designers across multiple groups by mentoring and creating career growth opportunities for those on your team

• Collaborate with cross-functional leads to craft the vision, strategy, and operations of your initiatives

• Ensure we are building the right products for our customers, and help teams take the best near-term steps toward their long-term vision

• Advocate for our customer, and guide teams to deliver well-executed and on-brand experiences by using our design system

• Lead regular design reviews, critiques, and brainstorming sessions for your teams

• Facilitate continuous learning and improvement for the product design team and its members

• Recruit and hire outstanding design talent and facilitate onboarding of new designers

• Partner with our Design Systems team to make plans to evolve the components and styles for our internal tooling needs

• Work alongside the broader Design Leadership team to craft our processes and tools

• Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law