Staff Product Manager, Customer Operations

Etsy•New York, NY

1d•$175,000 - $263,000

About The Position

Etsy is seeking a Staff Product Manager to improve the support Etsy provides to buyers and sellers. The role focuses on improving support resolution at scale and helping customers feel confident that Etsy will support them when things go wrong. The position is full-time and reports to the Director of Product. The role works closely with Etsy’s Customer Support organization and a dedicated cross-functional squad spanning engineering, design, research, analytics, and product marketing. The team’s immediate focus areas include support accessibility, reliability, and customer delight. The Product Manager will also serve as a core liaison to product and operations partners. The position leads the squad’s product vision, strategy, development, and execution. It involves collaborating with design, engineering, business, and product partners to build effective, scalable, easy-to-use products for buyers and sellers; incorporating user research, market analysis, and customer feedback into product requirements; and iteratively prioritizing the roadmap through research, analysis, and experimentation. Duties may change from time to time at Etsy’s discretion or as applicable under local law. Candidates are prioritized if they are within commuting distance of Etsy’s Brooklyn office. Depending on proximity, team members are expected to work from the office once or twice per week. Remote candidates outside commuting distance may be considered case by case, with occasional office travel expected. The position offers a base salary that depends on location, skills, and experience, plus equity, an annual performance bonus, and competitive benefits supporting employees and their families. Annual base salary ranges are $195,000–$263,000 for Geo-1 (New York City metropolitan area, San Francisco Bay Area, and Seattle metropolitan area) and $175,000–$237,000 for Geo-2 (other U.S. locations).

Requirements

Proven experience leading complex, user-facing product initiatives.
A demonstrated track record of collaborating to balance moving quickly with considering different perspectives in product strategy.
Passion for solving ambiguous customer problems.
Experience using qualitative and quantitative data to make product decisions and knowing when and how to balance data with intuition.
Success communicating timelines, trade-offs, and risks to broad and senior leadership groups.

Nice To Haves

Experience with AI agents and/or customer support.

Responsibilities

Lead all aspects of the squad’s product vision, strategy, development, and execution.
Collaborate with design, engineering, business, and product partners to build effective, scalable, and easy-to-use products for buyers and sellers.
Incorporate user research, market analysis, and customer feedback into product requirements to address customer needs and wants.
Prioritize the product roadmap through continuous iteration, user research, analysis, and experimentation.
Improve support resolution at scale and help buyers and sellers feel confident that Etsy will support them when problems arise.
Work closely with Etsy’s Customer Support organization to improve support accessibility, reliability, and customer delight.
Serve as a core liaison to product and operations partners.