Manager, Seller Automated Support

We need to output only HTML fragment, no html/body tags, no markdown fences. Use

for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections where posting has real specific content. Must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info, not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. Also remove "What's Next" (application instructions) and "Our Promise" (EEO). Also remove "Company Description"? That's description of company; maybe we can include as part of About the role? The instruction: Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have sections: About the role (maybe includes company description and role overview), Responsibilities (day-to-day), Requirements/Qualifications/Skills (maybe combine?), Benefits, Pay, Schedule. Need to decide which sections have content. Let's parse posting: - Company Description: Etsy is the global marketplace... (some fluff). Could be part of About the role. - "What’s the role? The Manager, Seller Automation leads a team responsible for Etsy’s seller self-service and automated support experiences, including the Seller AI Agent, Help Center, and automated communications. This role is accountable for the performance, development, and health of the team, as well as operational outcomes within seller automated support and self-service. They partner across Etsy to improve seller resolution quality, containment, and trust in automated support. This is a full-time position reporting to the Director of Automated Support." - "What’s this team like at Etsy? This is a people-management role within the Customer Support team. Success in the role comes from building a high-performing team, developing reports across levels, setting clear priorities, and leading through others rather than operating as the direct owner of every piece of work." - "What does the day-to-day look like?" then bullet list of responsibilities (lead, coach, develop team; build inclusive culture; own performance and optimization of seller-facing automated support; use data; translate team goals; monitor capacity; partner with product/engineering; partner with Human Support; partner with Seller Product Marketing; etc). Also note "Of course, this is just a sample..." but that's filler; we can ignore. - "Qualities that will help you thrive in this role are:" then list: 4+ years Experience in Support Operations, Program Management, Self-Service Strategy, or related field, including experience managing people and leading complex work. Strong judgment in prioritization, operational problem-solving, navigating cross-functional dependencies. Comfort working with data and customer sentiment to diagnose issues and improve processes, content, or support experiences. Experience partnering closely with product and engineering teams to land operational improvements. Ability to lead steadily through ambiguity, change, high-pressure moments while keeping team focused and supported. Success in this role means the team consistently meets performance expectations, direct reports are growing and taking on meaningful ownership, seller self-service effectiveness improves over time, and automated support remains a trusted and effective source of resolution for sellers. You may be expected to travel to Etsy offices or outsourced partner sites based on team priorities and business needs. - "Compensation & Benefits In addition to salary, you'll be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family. Base salary is determined by your location, skills, and experience. Etsy uses two geographic pay zones to reflect the labor markets where we compete for talent: one called Geo-1, covering the New York City metropolitan area, San Francisco Bay Area, and Seattle metropolitan area, and one called Geo-2, covering all other U.S. locations. Salary ranges for this role vary by zone and are listed below. Location We prioritize candidates based within commutable distance of Etsy’s Brooklyn Office. Depending on proximity, we ask team members to come in once or twice per week. Remote candidates outside commutable distance may be considered on a case-by-case basis, with the expectation of occasional travel to the office. Learn more details about our work modes and workplace safety policies here. Salary Range Geo-1: 140,000.00 - 190,000.00 USD Annual Geo-2: 127,000.00 - 171,000.00 USD Annual" Thus we have: - About the role: could combine company description + role overview + team description. - Responsibilities: day-to-day list. - Requirements/Qualifications/Skills: the "Qualities that will help you thrive" list includes experience, skills, abilities. Could split into Requirements (experience) and Skills (abilities). But we can combine into one section "Requirements" or "Qualifications". The instruction says we can use those headings if we have content. We should avoid thin sections. Perhaps combine into a single "Qualifications" section that includes experience, skills, abilities. - Benefits: equity package, annual performance bonus, competitive benefits. - Pay: salary ranges Geo-1 and Geo-2. - Schedule: location expectation: once or twice per week in office, remote candidates occasional travel. That's schedule info. We must not include sections with filler like "commensurate with experience". Not present. We must not repeat job title as heading. Not include Job ID. We must not include application instructions ("What's Next") or EEO boilerplate. We must preserve all substantive information; do not invent or summarize away detail. So we need to keep details like specific responsibilities bullet points, specific qualities, etc. We need to output HTML fragment only. Use

for headings,

• for lists,

  for prose. We must not include any extra text outside HTML. Let's craft sections:

  About the role

  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 employee, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human. We believe exceptional companies are built by exceptional teams, and we're intentional about it. That means hiring great people, setting them up for success from day one, and giving them real reasons to grow their careers here. We invest in development that goes beyond promotions, and we foster the trust and relationships that help people do their best work together.

  The Manager, Seller Automation leads a team responsible for Etsy’s seller self-service and automated support experiences, including the Seller AI Agent, Help Center, and automated communications. This role is accountable for the performance, development, and health of the team, as well as operational outcomes within seller automated support and self-service. They partner across Etsy to improve seller resolution quality, containment, and trust in automated support. This is a full-time position reporting to the Director of Automated Support.

  This is a people-management role within the Customer Support team. Success in the role comes from building a high-performing team, developing reports across levels, setting clear priorities, and leading through others rather than operating as the direct owner of every piece of work.

  That seems fine.

  Responsibilities

  • Lead, coach, and develop the team, holding a clear quality and performance bar while providing timely, specific, behavioral feedback that supports each person's growth.
  • Build an inclusive, accountable team culture by creating stretch opportunities, delegating meaningful ownership calibrated to each person's level, and ensuring people understand the team's purpose and have what they need to succeed.
  • Own the performance and optimization of seller-facing automated support and self-service experiences (Help Center content, email journeys) to ensure they're accurate, scalable, and reduce unnecessary contact volume, especially for high-volume issues like Finances, Shipping, and Shop Management.
  • Use data, sentiment, and contact drivers to identify issues and drive improvements, ensuring automation creates clear resolution paths with seamless handoffs to human support when needed.
  • Translate team goals into clear priorities, delegate with defined success criteria, and manage delivery across dependencies like product launches, policy changes, tooling, and enablement timelines.
  • Monitor capacity, make tradeoff decisions, and surface risks early with a recommended path forward, keeping work moving despite ambiguity or changing conditions.
  • Partner with Product, Engineering, and Tech Ops on technical implementation while owning the quality of the seller resolution journey, and with Human Support/Support Operations to strengthen handoffs and escalation paths.
  • Partner with Seller Product Marketing and Scaled Content to align automated experiences with broader initiatives, building strong relationships through proactive communication and follow-through.
  Note: The line "Of course, this is just a sample..." we omitted as filler.

  Qualifications

  • 4+ years Experience in Support Operations, Program Management, Self-Service Strategy, or a related field, including experience managing people and leading complex work.
  • Strong judgment in prioritization, operational problem-solving, and navigating cross-functional dependencies.
  • Comfort working with data and customer sentiment to diagnose issues and improve processes, content, or support experiences.
  • Experience partnering closely with product and engineering teams to land operational improvements.
  • Ability to lead steadily through ambiguity, change, and high-pressure moments while keeping the team focused and supported.
  • Success in this role means the team consistently meets performance expectations, direct reports are growing and taking on meaningful ownership, seller self-service effectiveness improves over time, and automated support remains a trusted and effective source of resolution for sellers.
  • You may be expected to travel to Etsy offices or outsourced partner sites based on team priorities and business needs.
  We could also separate "Success in this role means..." as maybe not a qualification but an outcome; but it's part of the qualities list. It's okay.

  Benefits

  • Equity package
  • Annual performance bonus
  • Competitive benefits that support you and your family

  Pay

  Base salary is determined by your location, skills, and experience. Etsy uses two geographic pay zones to reflect the labor markets where we compete for talent:

  • Geo‑1: New York City metropolitan area, San Francisco Bay Area, and Seattle metropolitan area – salary range $140,000.00 – $190,000.00 USD annually
  • Geo‑2: All other U.S. locations – salary range $127,000.00 – $171,000.00 USD annually

  Schedule

  We prioritize candidates based within commutable distance of Etsy’s Brooklyn Office. Depending on proximity, we ask team members to come in once or twice per week. Remote candidates outside commutable distance may be considered on a case‑by‑case basis, with the expectation of occasional travel to the office.

  We must not include "Learn more details about our work modes and workplace safety policies here." That's a link/instruction; we can drop as it's not substantive? It's a reference; but it's basically a pointer to more info; we could drop as it's not substantive detail. The instruction says remove application instructions; this is not application but maybe still a link; but it's not essential. Safer to drop. Check for any duplicated lines: none. Check for any boilerplate: we removed EEO, "What's Next", "Our Promise", visa sponsorship note? Actually there is a line: "While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills." That