Operational Readiness Manager, Customer Support

Etsy • Brooklyn, NY

2d • Hybrid

About The Position

Etsy is seeking an Operational Readiness Manager, Customer Support to act as the operational link between external business changes and internal support readiness. This role is crucial for ensuring Etsy’s support ecosystem is prepared for key product and marketing milestones. The position reports to the Senior Manager, Support Operations and is a full-time role. In addition to salary, employees are eligible for an equity package, an annual performance bonus, and competitive benefits. This role requires presence in Etsy’s Brooklyn Office one to two times per week. The Customer Support team is part of the global Customer Operations organization, responsible for coordinating product launch preparation for new or updated customer-facing features, ensuring 600+ customer support agents have the necessary information. They also provide customer support insights to product and engineering teams to advise product roadmaps and reduce customer friction, and lead the support organization's response to technical incidents.

Requirements

• 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.
• Deep subject matter expertise across the organization.
• Maintain synchronization with Product and Marketing milestones.
• 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.

Responsibilities

• Act as a key support stakeholder in launch planning, ensuring support implementation is synchronized with go-to-market plans and providing support data for sentiment reporting.
• Translate product and policy launches into actionable instructions for the support organization, ensuring human and automated agents have the context and tools to handle customer inquiries.
• Execute monitoring for new launches, providing real-time operational health data to refine messaging and support tactics.
• 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.
• Partner with the human support pillar to ensure agent-facing documentation and quality standards are updated.
• Collaborate with the automated support pillar to identify high-volume issues for self-service channels.
• Maintain deep product knowledge to provide expert commentary on support trends and share that knowledge across the customer support team.

Benefits

• Equity package
• Annual performance bonus
• Competitive benefits that support you and your family

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees