Senior Program Manager, Customer Operations

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, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

About the role

Etsy is seeking a Senior 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 leverage the expertise of Etsy's ops teams to lead high-priority and high-impact initiatives that further the company’s medium and long-term goals in timely, impactful, and sustainable ways. You will be a trusted thought partner to senior ops leadership and collaborate with other organizations to drive internal efficiency, operational excellence, and an improved customer experience. This is a full-time position reporting to the Senior Manager, Program Management.

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.

About the team

The Customer Operations (CO) org is focused on delivering exceptional customer experiences to Etsy's sellers and buyers. CO brings together customer support, shipping, trust and safety, risk and fraud, outsourcing, and international operations under one roof. The Program Management team works across all these functions to lead strategic cross-functional initiatives. You will help refine the team's strategic direction and operational cadence, collaborating with partners across Product, Engineering, Analytics, Research, Design, and Operations to build a continuously improving organization that delivers highly delightful and reliable experiences.

The team manages key program launches through uncertainty and complexity, following a governance model that prioritizes effective decision-making and clear communication. The team operates with transparency, operational rigor, and objectivity, ensuring alignment with top-line company goals.

Responsibilities

• Lead cross-functional, high-priority programs that directly ladder up to CO objectives and big bets. Use strong analytical and program management skills to accelerate delivery of important and/or urgent initiatives, enabling the 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 (objectives, importance, and when/where/how to meet, communicate, and decide). Define collaborators (and RACIs when relevant) and ensure all collaborating teams are set up for success.
• Communicate initiative status, progress, and 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 internal teams, enabling CO to consistently over-deliver on impact and customer experience milestones.

This is a sample of the kinds of work this role will require. Your role may encompass other tasks, and your job duties and responsibilities may change from time to time at Etsy's discretion.

Requirements

• 5-7 years of experience in business operations, corporate strategy, consulting, or a related field. Prior experience within a technology organization, dedicated to creative problem-solving and owning strategic projects is required.
• A strong collaborator who knows how to drive decision-making, balancing data with intuition and thoughtfulness with agility.
• Excellent verbal and written communication skills with a proven track record of distilling complex information and interacting with leadership teams and cross-functional partners.
• Adept at influencing outcomes and people without reporting lines. Ability to maintain order, focus, and calm in times of ambiguity and changing priorities.
• Strong critical problem-solving ability in scenarios of ambiguity and changing priorities, hyper-focused on solutions and optimizing for end results.
• Successful track record of solving complex technology and consumer-facing problems is a huge plus.
• Use data to sharpen thinking and support analysis. A background in or familiarity with data analytics and/or financial analysis is a plus but not necessary.

Pay

Salary Range: $134,000.00 - $174,000.00

Benefits

• Equity package
• Annual performance bonus
• Competitive benefits that support you and your family as part of your total rewards package at Etsy