Senior Business Operations & Program Manager (Customer Support)

Etsy•Brooklyn, NY

1d•Hybrid

About The Position

Etsy is seeking a Senior Business Operations & Program Manager to partner with the Senior Director of Customer Support and lead cross-functional programs for the Support organization. This hands-on individual contributor will run the organization’s operating rhythm, support leaders across automated support, human support, and support operations, and lead programs that improve resolution quality, customer trust, and operational maturity. The role partners with teams including Product, Engineering, Analytics, Policy, Legal, Finance, and Customer Operations. It combines operational and administrative work—such as preparing agendas, tracking action items, and organizing onsites—with program planning, cross-functional execution, and managing dependencies. Customer Support serves buyers and sellers globally through automated and human channels, and is investing in AI support, support for complex issues, and operating practices that enable consistent, high-quality outcomes at scale. This is a full-time role reporting to the Senior Director, Customer Support. Etsy prioritizes candidates within commuting distance of its Brooklyn office, with team members expected to work in the office once or twice a week depending on proximity. Remote candidates outside commuting distance may be considered case by case, with occasional office travel expected.

Requirements

6 to 10 years of experience in program management, business operations, strategy, chief-of-staff, consulting, or customer operations, including ownership of complex programs with multiple dependencies.
Strong written and verbal communication skills, including the ability to turn complex information into clear recommendations, decisions, and plans.
Excellent organization and follow-through.
Comfort working with metrics and imperfect information; ability to establish a baseline, identify relevant measures, and use data to improve decisions.
Sound judgment with sensitive information and competing priorities.
Comfort influencing without authority.
A practical, customer-centered approach and a bias toward making complex work clearer and more scalable.
Willingness to handle detailed operational and administrative work, including maintaining trackers and organizing offsites.

Nice To Haves

Experience in a marketplace, customer support, or another operations-heavy environment.

Responsibilities

Lead annual and quarterly planning, business reviews, leadership and all-hands meetings, and in-person onsites, including logistics.
Prepare agendas, pre-reads, and meeting notes; capture decisions and assign follow-ups with clear owners and due dates.
Draft leadership communications, decision memos, and business-review narratives.
Maintain trackers and working documents that provide current visibility into priorities, risks, dependencies, capacity needs, and commitments across Support teams.
Improve recurring processes so leaders can spend less time compiling information and more time making decisions.
Own cross-functional programs from problem definition through planning, execution, launch, and post-launch improvement.
Define program goals, scope, owners, success measures, and decision processes.
Manage program status, dependencies, and partner follow-up; align priorities, resolve tradeoffs, and influence partners without formal authority.
Identify risks early, recommend mitigation plans, and raise decisions when needed.
Work with operational teams to establish baselines, measure impact, and adjust approaches based on data.
Prepare the organization for high-volume and high-risk periods, including peak season, incidents, and policy changes, by clarifying readiness plans, dependencies, decisions, and escalation paths.
Establish scalable ways of working through knowledge governance, change management, quality, and cross-functional planning.
Translate strategic priorities into practical roadmaps, operating mechanisms, and investment recommendations.
Reduce avoidable handoffs, repeated explanations, and reliance on informal processes.