Director of Outsourced Technology and Tooling

The Director of Outsourced Technology and Tooling role at Etsy is responsible for guiding the vision, strategy, and multi-year roadmap for the technology ecosystem powering outsourced operations and frontline support experiences. This role unifies two core capabilities: Technology Operations (TechOps) and internal workflow tooling.

About the role

• Guides the vision, strategy, and multi-year roadmap for the technology ecosystem powering outsourced operations and frontline support experiences.
• Unifies two core capabilities under one end-to-end strategy: Technology Operations (TechOps) and internal workflow tooling.
• Shapes a cohesive tech stack across agent-facing platforms, automation, and access governance systems.
• Partners closely with Product, Engineering, and Operations to transform frontline workflows into scalable technology solutions that improve both agent effectiveness and customer outcomes.
• Optimizes performance across systems like Zendesk, Assembled, Qualtrics, and MaestroQA while building stronger integration points with internal data systems.

Responsibilities

• Optimizes performance across systems like Zendesk, Assembled, Qualtrics, and MaestroQA while building stronger integration points with internal data systems.
• Transforms frontline workflows into scalable technology solutions that improve both agent effectiveness and customer outcomes.
• Optimizes performance across systems like Zendesk, Assembled, Qualtrics, and MaestroQA while building stronger integration points with internal data systems.
• Builds stronger integration points with internal data systems.

Requirements

• Twelve or more years of experience in technology operations, product operations, customer operations, or systems strategy, including leading complex cross-functional initiatives.
• Five or more years of experience managing people, with a background mentoring managers and leading teams through organizational growth.
• Experience defining the strategy for agent-facing or customer support technology ecosystems, including case management, workforce tools, or access systems.
• A history of partnering with Product and Engineering teams to shape platform roadmaps and influence resource prioritization.
• Familiarity with outsourcing environments, BPO dynamics, marketplace support, or AI-enabled support tooling.
• Strong analytical proficiency and the ability to translate technical systems and operational complexity into clear narratives for leadership.

Qualifications

• Twelve or more years of experience in technology operations, product operations, customer operations, or systems strategy, including leading complex cross-functional initiatives.
• Five or more years of experience managing people, with a background mentoring managers and leading teams through organizational growth.
• Experience defining the strategy for agent-facing or customer support technology ecosystems, including case management, workforce tools, or access systems.
• A history of partnering with Product and Engineering teams to shape platform roadmaps and influence resource prioritization.
• Familiarity with outsourcing environments, BPO dynamics, marketplace support, or AI-enabled support tooling.
• Strong analytical proficiency and the ability to translate technical systems and operational complexity into clear narratives for leadership.

Skills

• Experience defining the strategy for agent-facing or customer support technology ecosystems, including case management, workforce tools, or access systems.
• A history of partnering with Product and Engineering teams to shape platform roadmaps and influence resource prioritization.
• Familiarity with outsourcing environments, BPO dynamics, marketplace support, or AI-enabled support tooling.
• Strong analytical proficiency and the ability to translate technical systems and operational complexity into clear narratives for leadership.

Benefits

• Annual performance bonus.
• Competitive benefits.

Pay

• $189,000.00 - $245,000.00

Schedule

• Presence in Etsy’s Brooklyn Office is expected once or twice per week depending on proximity, but remote candidates are welcome to apply.

Additional Information

• Twelve or more years of experience in technology operations, product operations, customer operations, or systems strategy, including leading complex cross-functional initiatives.
• Five or more years of experience managing people, with a background mentoring managers and leading teams through organizational growth.
• Experience defining the strategy for agent-facing or customer support technology ecosystems, including case management, workforce tools, or access systems.
• A history of partnering with Product and Engineering teams to shape platform roadmaps and influence resource prioritization.
• Familiarity with outsourcing environments, BPO dynamics, marketplace support, or AI-enabled support tooling.
• Strong analytical proficiency and the ability to translate technical systems and operational complexity into clear narratives for leadership.