Program Manager, Customer Operations

Etsy•Brooklyn, NY

1d•Hybrid

About The Position

Etsy is seeking a Program Manager to join our Customer Operations (CO) organization. As a key member of the lean and productive Program Management team within CO, you will be responsible for leveraging the expertise of Etsy's ops teams to lead high-priority and high-impact initiatives that further the company’s medium & long term goals in timely, impactful and sustainable ways. Apart from being a trusted thought partner to senior ops leadership, you will also collaborate with other organization's to drive internal efficiency, operational excellence and an improved customer experience. This is a full-time position reporting to the Senior Manager, Program Management. 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. The Customer Operations (CO) org is focused on delivering exceptional customer experiences to Etsy's sellers & buyers. CO brings together customer support, fulfillment, trust & safety, risk & fraud, outsourcing, and international operations under one roof and the Program Management team works across all of these functions to lead strategic cross-functional initiatives. As a key member of this team, you will help refine the team's strategic direction and operational cadence. This team collaborates with a diverse group of partners across Product, Engineering, Analytics, Research, Design and Operations to build our organization as a continuously improving entity that is able to deliver highly delightful and reliable experiences to Etsy’s sellers & buyers. We manage key program launches through uncertainty & complexity, following a governance model that prioritizes effective decision-making & clear communication at every stage. We seek to function with transparency, operational rigor and objectivity, always ensuring that our work fosters top-line company goals.

Requirements

3 plus years of experience in business operations, corporate strategy, consulting, or a related field.
Experience within a technology organization, dedicated to creative problem solving and owning strategic projects is required.
Strong collaborator who knows how to drive decision-making.
Knows when and how to balance data with intuition, and thoughtfulness with agility.
Excellent verbal and written communication skills with a proven track record to distill complex information and interact with the leadership team and cross-functional partners.
Adept at influencing outcomes and people without reporting lines.
Ability to maintain order, focus and calm in times of ambiguity and changing priorities.
Exhibit strong critical problem solving ability in scenarios of ambiguity and changing priorities.
You are hyper-focussed on the solution and work with your stakeholders to optimize for end results.

Nice To Haves

Successful track record of solving complex technology and consumer-facing problems, is a huge plus.
A background in, or familiarity with data analytics and/or financial analysis is a plus but not necessary.

Responsibilities

Lead cross-functional high-priority programs that directly ladder up to CO objectives and big bets.
Develop the strategy, objectives, prioritization and roadmap for the project/program you own and act as an ambassador for them to the broader ecosystem of partner teams (within and outside CO).
Create and maintain standards of collaboration and optimization of information flows for the program (what are the program’s objectives, why is it important, and when-where-how do we meet, communicate & decide).
Define collaborators (and RACIs when relevant) and make sure that all collaborating teams are set up for success.
Communicate initiative status, progress & roadblocks to key collaborators proactively and at the right time intervals.
Facilitate critical tradeoff decisions on behalf of CO leadership across operations and technology initiatives.
Facilitate preparation and delivery of monthly / quarterly business reviews, senior leadership communications, program look backs and blameless post-mortems.
Create systems and org-wide operating rhythms that maintain tight feedback loops between our internal teams, thereby enabling CO to consistently over-deliver on impact and CX milestones.