Salary Range:$107,000.00 - $139,000.00
What's the role?We're looking for an Operational Readiness Manager, Customer Support who serves as the operational link between external business changes and internal support readiness. As a deep internal subject matter expert within the Support Operations pillar, you are dedicated to ensuring that Etsy's support ecosystem is prepared to execute on key product and marketing milestones.
This is a full-time position reporting to the Senior Manager, Support Operations. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy.
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. Learn more details about our work modes and workplace safety policies here.
What does the day-to-day look like?- Internal Support Readiness: Act as a key support stakeholder in launch planning, ensuring that our support implementation is synchronized with go-to-market plans and providing support data as an input for sentiment reporting. Translate product and policy launches into actionable instructions for the support organization, ensuring both human and automated support agents have the vital context and tools to handle customer questions and feedback. Execute monitoring for new launches, providing real-time operational health data to help refine messaging and support tactics.
- Incident Management & Post Mortem Analysis:Coordinate the internal Support response to technical incidents, providing timely alerts, approved workarounds, and status updates. Monitor key operational health metrics (SLA, resolution speed, and contact volume) during service disruptions, escalating critical trends to Support leadership. Participate in post-mortem analyses for support-impacting incidents, ensuring root causes are identified and operational processes are improved to prevent future recurrence.
- Cross-Team Collaboration: Partner with the human support pillar to ensure that agent-facing documentation and quality standards are updated to reflect new operational workflows. Collaborate with the automated support pillar to identify high-volume issues that can be moved from human support to self-service channels based on sentiment data. Maintain deep product knowledge to provide expert commentary on the "why" behind support trends, sharing that knowledge across the customer support team.
- Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.
Qualities that will help you thrive in this role are:- 4+ years of experience in Customer Operations, Product Operations, or a high-level Support role.
- Proficiency in using NLP or sentiment analysis tools to generate actionable insights for leadership and cross-functional partners.
- Provide deep subject matter expertise across the org, maintain synchronization with Product and Marketing milestones, and contribute to the improvement of First Touch Resolution (FTR) and Total Resolution Time (TRT) through proactive operational readiness.
- Strong ability to act as a stakeholder in cross-functional projects, managing internal Support execution while maintaining alignment with broader company goals.
- Exceptional communication skills, with a focus on translating complex product changes into simple, operational instructions for a global agent workforce.
- A proactive, "calm and steady" approach to problem-solving during high-pressure technical incidents.
- You may be expected to travel to Etsy's offices or to our outsourced partner sites, as driven by team priorities and business needs.
Additional InformationWhat's Next
If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about.
