Sr. Human Support Experience Manager (Hybrid - Brooklyn, NY)

Etsy is seeking a contract Sr. Human Support Experience Manager to define and design exceptional human support experiences for our buyers and sellers.

About the Role

As the Sr. Human Support Experience Manager, you will shape the moments where human judgment, empathy, and care create the greatest impact. You will lead the design and launch of new human support programs, including differentiated service models, and own the strategic framework for how and when human support adds unique value. This role reports to the Sr. Manager, Human Support and serves as a senior leader within the Human Support pillar.

Responsibilities

• Experience Design & Program Development
  • Define and design new human support experiences, including Platinum Support and differentiated service models for high-value buyers and sellers.
  • Own the strategic framework for the AI-to-human escalation path, defining when human support should intervene and how the handoff can be continuously improved.
  • Identify ownership gaps in the customer journey across automated and human support and drive durable solutions.
  • Build playbooks, standards, and frameworks to make excellent human support repeatable and scalable.
• Process Improvement & IC3 Cohort Leadership
  • Lead the IC3 cohort in a structured audit of existing support processes, identifying gaps in training, content, quality, and workflow design.
  • Translate qualitative and quantitative insights from the frontline into actionable recommendations.
  • Define sustainable process improvement frameworks for the broader team to adopt.
  • Ensure insights from human support interactions feed into upstream decisions across Product, Policy, and Automated Support.
• Cross-Functional Partnership & Strategic Influence
  • Partner with Product, Automated Support, and Support Operations to ensure human support experiences align with the full customer journey.
  • Present experience design recommendations to senior stakeholders to drive alignment.
  • Serve as the internal expert on what great human support looks like, using customer experience data and frontline insights.
  • Consult with teams across Customer Operations to assess the customer experience impact of their projects.

Requirements

• 6+ years of experience within support, customer experience, or operations organizations, with a track record of designing or improving customer-facing programs.
• Exceptional ability to define project objectives, own cross-functional efforts, and be accountable for outcomes.
• Strong analytical and communication skills, with the ability to connect customer experience data to design decisions.
• Experience working in or alongside AI-assisted support environments, understanding how automated and human experiences interact.
• Proven ability to build frameworks, standards, or processes that others use and build on.
• Judgment to navigate ambiguity and initiative to define the path forward in uncharted problem spaces.

Benefits

• Medical and dental coverage.
• 401k (no match).
• Additional perks available through a 3rd-Party Employer of Record (eligibility applies after a waiting period).

Pay

A competitive salary range is offered for this position. Most candidates are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Travel to Etsy's offices or outsourced partner sites may be required as driven by team priorities and business needs.