Program Manager, Customer Operations

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 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:

$107,000.00 - $139,000.00

What’s the role?

Etsy is seeking a Program Manager to join our Customer Operations (CO) organization. As a key member of the lean and productive Program Management team within CO, you will be responsible for leveraging the expertise of Etsy's ops teams to lead high-priority and high-impact initiatives that further the company’s medium & long term goals in timely, impactful and sustainable ways. Apart from being a trusted thought partner to senior ops leadership, you will also collaborate with other organization's to drive internal efficiency, operational excellence and an improved customer experience.

This is a full-time position reporting to the Senior Manager, Program Management. 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 at Etsy?

The Customer Operations (CO) org is focused on delivering exceptional customer experiences to Etsy's sellers & buyers. CO brings together customer support, fulfillment, trust & safety, risk & fraud, outsourcing, and international operations under one roof and the Program Management team works across all of these functions to lead strategic cross-functional initiatives. As a key member of this team, you will help refine the team's strategic direction and operational cadence. This team collaborates with a diverse group of partners across Product, Engineering, Analytics, Research, Design and Operations to build our organization as a continuously improving entity that is able to deliver highly delightful and reliable experiences to Etsy’s sellers & buyers. We manage key program launches through uncertainty & complexity, following a governance model that prioritizes effective decision-making & clear communication at every stage. We seek to function with transparency, operational rigor and objectivity, always ensuring that our work fosters top-line company goals.

What does the day-to-day look like?

• Lead cross-functional high-priority programs that directly ladder up to CO objectives and big bets. Through your strong analytical & program management skills, you will accelerate the delivery of these important and/or urgent initiatives, enabling our org to stay on track to deliver its quarterly goals.

• Develop the strategy, objectives, prioritization and roadmap for the project/program you own and act as an ambassador for them to the broader ecosystem of partner teams (within and outside CO)

• Create and maintain standards of collaboration and optimization of information flows for the program (what are the program’s objectives, why is it important, and when-where-how do we meet, communicate & decide). You define collaborators (and RACIs when relevant) and make sure that all collaborating teams are set up for success.

• Communicate initiative status, progress & roadblocks to key collaborators proactively and at the right time intervals

• Facilitate critical tradeoff decisions on behalf of CO leadership across operations and technology initiatives

• Facilitate preparation and delivery of monthly / quarterly business reviews, senior leadership communications, program look backs and blameless post-mortems.

• Create systems and org-wide operating rhythms that maintain tight feedback loops between our internal teams, thereby enabling CO to consistently over-deliver on impact and CX miles