Investigator, Operational Excellence

Etsy•New York, NY

1d•$96,000 - $144,000•Hybrid

About The Position

As an Investigator, Operational Excellence, you will improve the day-to-day and long-term effectiveness of Etsy’s Risk & Fraud operations. The role combines operational knowledge, fraud investigation experience, and process improvement. You will draw on complex casework, quality trends, operational metrics, and frontline feedback to identify opportunities to strengthen workflows, tools, documentation, and training, then help turn those findings into practical improvements. You will own and drive scoped operational excellence programs, which may include quality assurance, business process improvement, documentation, training, or workflow design. You will partner with investigators, managers, and cross-functional teams to ensure operational learnings produce clearer processes, stronger controls, and more consistent outcomes. The position sits within Account Integrity and Security, which works to protect Etsy accounts from compromise and abuse, prevent account takeovers, enforce platform policies, and safeguard marketplace trust and safety. This is a full-time role reporting to the Sr Manager, Operations, Account Integrity & Security. Candidates are prioritized within commuting distance of Etsy’s Brooklyn office, with in-office attendance once or twice per week depending on proximity. Remote candidates outside commuting distance may be considered case by case, with occasional travel to the office expected.

Requirements

At least 3 years of experience in fraud operations, risk operations, trust and safety, or a related field, with a strong track record of handling complex investigations.
Experience leading operational excellence initiatives such as QA, training, knowledge management, workflow design, or business process improvement.
Strong analytical and critical-thinking skills, including root cause analysis and translating findings into actionable recommendations.
Proficiency in SQL and data visualization tools such as Looker or Tableau.
Strong written and verbal communication skills, with the ability to explain operational issues clearly and influence cross-functional partners.
Demonstrated ability to organize ambiguous work, advance initiatives, and improve how teams operate at scale.
Collaborative mindset and a strong sense of ownership for the quality of individual work and the effectiveness of the broader organization.

Responsibilities

Drive the strategy and execution for a defined operational excellence area, such as quality assurance, business process improvement, documentation, training, or workflow optimization.
Lead complex fraud investigations and provide subject matter expertise on difficult or sensitive cases.
Analyze fraud trends, QA findings, operational metrics, and investigator feedback to identify root causes and recommend durable improvements.
Translate operational insights into updates to workflows, playbooks, reporting, training materials, and enforcement guidance.
Partner with Product, Engineering, Analytics, Policy, and Operations stakeholders to represent operational needs during product, policy, tooling, or process changes.
Support the design and rollout of process improvements and help measure their impact on quality, efficiency, or investigator effectiveness.
Mentor and upskill investigators through calibrations, documentation, training, and day-to-day coaching.
Perform other tasks as the role requires; duties and responsibilities may change from time to time at Etsy’s discretion or as applicable law permits.