Manager, Seller Automated Support

Etsy•New York, NY

4d•$131,000 - $171,000•Hybrid

About The Position

The Manager, Seller Automation leads a team responsible for Etsy’s seller self-service and automated support experiences, including the Seller AI Agent, Help Center, and automated communications. This role is accountable for the performance, development, and health of the team, as well as operational outcomes within seller automated support and self-service. They partner across Etsy to improve seller resolution quality, containment, and trust in automated support. This is a full-time position reporting to the Director of Automated Support. 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. This is a people-management role within the Customer Support team. Success in the role comes from building a high-performing team, developing reports across levels, setting clear priorities, and leading through others rather than operating as the direct owner of every piece of work.

Requirements

4+ years Experience in Support Operations, Program Management, Self-Service Strategy, or a related field, including experience managing people and leading complex work.
Strong judgment in prioritization, operational problem-solving, and navigating cross-functional dependencies.
Comfort working with data and customer sentiment to diagnose issues and improve processes, content, or support experiences.
Experience partnering closely with product and engineering teams to land operational improvements.
The ability to lead steadily through ambiguity, change, and high-pressure moments while keeping the team focused and supported.

Responsibilities

Lead, coach, and develop the team, holding a clear quality and performance bar while providing timely, specific, behavioral feedback that supports each person's growth.
Build an inclusive, accountable team culture by creating stretch opportunities, delegating meaningful ownership calibrated to each person's level, and ensuring people understand the team's purpose and have what they need to succeed.
Own the performance and optimization of seller-facing automated support and self-service experiences (Help Center content, email journeys) to ensure they're accurate, scalable, and reduce unnecessary contact volume, especially for high-volume issues like Finances, Shipping, and Shop Management.
Use data, sentiment, and contact drivers to identify issues and drive improvements, ensuring automation creates clear resolution paths with seamless handoffs to human support when needed.
Translate team goals into clear priorities, delegate with defined success criteria, and manage delivery across dependencies like product launches, policy changes, tooling, and enablement timelines.
Monitor capacity, make tradeoff decisions, and surface risks early with a recommended path forward, keeping work moving despite ambiguity or changing conditions.
Partner with Product, Engineering, and Tech Ops on technical implementation while owning the quality of the seller resolution journey, and with Human Support/Support Operations to strengthen handoffs and escalation paths.
Partner with Seller Product Marketing and Scaled Content to align automated experiences with broader initiatives, building strong relationships through proactive communication and follow-through.