Operational Readiness Manager, Customer Support

Etsy • New York, NY

23h • Hybrid

About The Position

Etsy is the global marketplace for unique and creative goods, building, powering, and evolving tools and technologies that connect millions of entrepreneurs with millions of buyers worldwide. As an Etsy Inc. employee, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers. The Operational Readiness Manager, Customer Support 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, this role is dedicated to ensuring that Etsy’s support ecosystem is prepared to execute on key product and marketing milestones. The Customer Support team, part of the global Trust & Safety organization, coordinates product launch preparation for new or updated customer-facing features, ensuring over 600 customer support agents have the necessary information. The team also provides customer support insights to product and engineering colleagues to advise product roadmaps and reduce customer friction, and leads 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 for leadership and cross-functional partners.
• Ability to provide deep subject matter expertise across the organization, 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.

Responsibilities

• Act as a key support stakeholder in launch planning, ensuring that 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.
• 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.
• 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.

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