Staff Product Manager, Customer Support

Etsy, Inc.•Brooklyn, NY

36d

About The Position

We are looking for a passionate product manager to help us improve the support that Etsy provides to our buyers and sellers. In particular, you would drive improving the quality of our self-service in order to provide better support experiences at scale, as well as ensuring that our buyers and sellers both feel confident that Etsy has their back when things go wrong. This is a full-time position reporting to the Group Product Manager. 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. For this role, we are considering candidates based in New York. Candidates living within commutable distance of the Etsy Brooklyn Hub may be the first to be considered. Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more about our Flex and Office-based work modes and workplace safety policies here. What's this team like at Etsy? This team works closely with our broader Customer Operations organization to ensure outstanding buyer and seller service. Immediate focus areas of the group include driving support accessibility, increased reliability, and overall customer delight. You'll work with a dedicated cross-functional squad that includes engineering, design, research, analytics, and product marketing and be a core liaison to other product and operations partners.

Requirements

Proven experience leading complex user-facing product initiatives.
Demonstrated track record of collaborating to ensure product strategy finds the right balance of moving fast and considering different perspectives.
Passionate about solving ambiguous customer problems.
Experience with using both qualitative and quantitative data to make product decisions and knowing when and how to balance data with intuition.
Success sharing timelines, trade-offs, and risks with a broad and senior leadership group.

Nice To Haves

Chatbot and/or customer support experience is a strong plus.

Responsibilities

Lead all aspects of the squad's product vision, strategy, development, and execution.
Work closely and collaboratively with design and engineering, as well as business and product partners, to build products that are effective, scalable, and easy-to-use for buyers and sellers.
Integrate user research, market analysis, and customer feedback into product requirements to ensure products satisfy customer needs, as well as wants.
Prioritize product roadmap through continuous iteration, user research and analysis, and experimentation.
Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.