Senior Operations Analyst, Etsy Managed Services

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:

$136,000.00 - $176,000.00

What’s the role?

We are looking for an experienced analytics professional to support the Etsy Managed Services (EMS) team responsible for scaling our workforce across various vendors and locations to efficiently deliver effortless, human support to our buyers, sellers, and internal Etsy customers. Your team’s work ensures Etsy is able to provide extraordinary customer support and run operations at scale to maintain a safe, trusted marketplace for the millions of users in the Etsy community.

As a Senior Operations Analyst working with EMS you will deliver clear insights and provide access to metrics, data, and tools needed for decision-making and optimization at all levels of the organization. Are you passionate about developing sustainable data pipelines and success metrics to drive business development and strategy in workforce operations? If so, this could be a great match.

This is a full-time position reporting to the Manager, Member Services Analytics. 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.

This role requires your presence in Etsy’s Brooklyn Office once or twice per week depending on your proximity to the office. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub may be the first to be considered. Learn more details about our work modes and workplace safety policies here.

What’s this team like?

• You would be joining the Customer Support & Success Analytics team, which provides analytics support to EMS, Customer Support, Seller Onboarding, and related Product and Engineering teams.

• We are a hybrid team made up of Data Scientists and Analysts who support product launches and experiments, conduct proactive analyses using Etsy data to uncover new opportunities, and enable self-service reporting for operations across our partner teams.

• Your main partners would belong to the EMS team, whose mission is to enable scalable growth through outsourcing support, enforcement, and other internal work across various external vendors.

What does the day-to-day look like?

• Partner at the Director and VP level of our outsourcing operations team; combine support, enforcement, and workforce management data to shed light on opportunities for driving efficiency and quality across Etsy’s multiple outsourced vendors as the team works to consolidate servicing across the business and our house of brands.

• Identify impactful metrics to understand the performance of our workforce and staffing models, develop reporting dashboards to track progress, and ingrain these metrics into teams’ day-to-day decision-making.

• Lead proactive analyses to uncover opportunities for efficiency, help teams set strong hypotheses, and deliver robust analysis

• Continually evaluate and refine your technical toolkit; and teach what you learn to the team!

• 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.

Qualities that will help you thrive in this role are:

• 4+ years experience as a data analyst focused on supporting operations teams with data access, reporting, and insights - experience with workforce management and support operations analytics is a plus!

• Successful track record of distilling highly sophisticated problems into narratives that are concise, action focused, and memorable.

• High proficiency with SQL, advanced mathematical concepts, and data visualization (bonus points for Looker experience!)

• Curious mentality to drive creative problem-solving and business impact

• Ability to present insights to senior executives verbally, vis