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

What's 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. In this role, you won't just manage tools; you will architect scalable, resilient, and automated service systems. You will be responsible for the technical strategy and design of our CX stack, leveraging GenAI orchestration, API-first integrations, predictive analytics, and systems thinking to drive operational excellence across our outsourcing and support tech ecosystem. You'll partner closely with cross-functional teams to translate business needs into scalable system solutions, establish durable technical patterns and standards, and ensure our tools are reliable, efficient, and built for growth.

This is a full-time position reporting to the Senior Director, Outsourcing. 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's this team like at Etsy?

The Technical Operations CX team manages and optimizes the tools that power our customer and agent experience. We focus on building scalable, efficient systems that enable high-quality support for Etsy's global community of buyers and sellers. We work closely with Customer Operations, Product, Research, Engineering, and Analytics teams, balancing day-to-day system excellence with forward-looking innovation - especially in areas like automation and AI. The team values curiosity, collaboration, and a strong sense of ownership.

What does the day-to-day look like?

• System Architecture & Strategy: 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.
• Platform Engineering & Administration: Own and optimize CX platforms, including complex workflows, automations, permissions, business rules, and reporting frameworks, with a focus on scalability, maintainability, and operational resilience.
• GenAI Orchestration: Design and deploy advanced AI strategies, moving beyond simple chatbots to LLM-powered agent copilots, automated sentiment analysis, and self-healing support workflows.
• Automation & Technical Innovation: Evaluate, pilot, and implement automation and GenAI solutions that improve agent efficiency, reduce manual work, and enhance customer interactions.
• Integration Engineering: 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.
• Systems Reliability & Data Flow Management: Configure, maintain, and improve integrations across CX tools and internal systems, ensuring performance, resilience, and data quality at scale.
• Lifecycle Management: 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.
• Technical Program Execution: Execute system enhancements end-to-end, including technical design, testing, documentation, rollout, and enablement.
• Data Strategy & Governance: Partner with Analytics to design telemetry frameworks that measure system health, automation ROI, tooling performance, and the impact of technical debt.
• Cross-Functional Technical Influence: Act as a primary technical consultant for Product, Engineering, and Operations leaders, translating operational bottlenecks into prioritized technical requirements and scalable solutions.
• Continuous Improvement: Monitor system performance, troubleshoot complex issues, and identify opportunities to improve workflows, architecture, and tooling.
• 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:

• 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.
• Comfort owning work across the full solution lifecycle, from discovery and design through testing, rollout, documentation, and change management.
• Deep technical judgment, including the ability to balance short-term operational needs with long-term scalability and maintainability.
• 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.

Additional Information

What'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.