Staff TechOps Manager

About the role

We’re looking for a highly skilled and hands-on Technology Operations CX Manager to define, support, and evolve our customer operations systems and workflows, and to serve as the technical cornerstone of our outsourcing technology ecosystem.

Responsibilities

• Lead the long-term technical roadmap for the CX ecosystem (Zendesk, Assembled, Qualtrics), defining scalable architecture patterns, integration strategy, and platform standards across tools and workflows.
• Own and optimize CX platforms, including complex workflows, automations, permissions, business rules, and reporting frameworks, with a focus on scalability, maintainability, and operational resilience.
• Design and deploy advanced AI strategies, moving beyond simple chatbots to LLM-powered agent copilots, automated sentiment analysis, and self-healing support workflows.
• Architect robust middleware and API integrations between CX tools and internal Etsy systems to enable reliable data flows and a more complete view of the customer journey.
• Configure, maintain, and improve integrations across CX tools and internal systems, ensuring performance, resilience, and data quality at scale.
• Lead the end-to-end SDLC for CX tooling, including environment management, sandbox strategy, version control for triggers and automations, and rigorous UAT/QA protocols.
• Execute system enhancements end-to-end, including technical design, testing, documentation, rollout, and enablement.
• Partner with Analytics to design telemetry frameworks that measure system health, automation ROI, tooling performance, and the impact of technical debt.
• Translate technical concepts into actionable insights and recommendations for diverse stakeholders.
• Monitor system performance, troubleshoot complex issues, and identify opportunities to improve workflows, architecture, and tooling.

Requirements

• Experience with CX platforms (e.g., Zendesk, Assembled, Qualtrics, Reforged) and complex system configuration at scale.
• Experience designing, supporting, or maintaining API-based integrations, middleware workflows, or connected business systems.
• Proven ability to use automation, GenAI, and systems design to solve operational problems in pragmatic and scalable ways.
• Deep technical judgment, including the ability to balance short-term operational needs with long-term scalability and maintainability.
• Comfort owning work across the full solution lifecycle, from discovery and design through testing, rollout, documentation, and change management.
• Comfortable working cross-functionally and influencing without direct authority.
• Able to translate technical concepts into actionable insights and recommendations for diverse stakeholders.
• Proactive, detail-oriented, and able to navigate ambiguity, complexity, and evolving priorities.
• Takes initiative and drives work forward in a fast-paced environment.

Qualifications

• Experience with CX platforms (e.g., Zendesk, Assembled, Qualtrics, Reforged) and complex system configuration at scale.
• Experience designing, supporting, or maintaining API-based integrations, middleware workflows, or connected business systems.
• Proven ability to use automation, GenAI, and systems design to solve operational problems in pragmatic and scalable ways.
• Deep technical judgment, including the ability to balance short-term operational needs with long-term scalability and maintainability.
• Comfort owning work across the full solution lifecycle, from discovery and design through testing, rollout, documentation, and change management.
• Comfortable working cross-functionally and influencing without direct authority.
• Able to translate technical concepts into actionable insights and recommendations for diverse stakeholders.
• Proactive, detail-oriented, and able to navigate ambiguity, complexity, and evolving priorities.
• Takes initiative and drives work forward in a fast-paced environment.