Staff TechOps Manager

Etsy•New York, NY

3d•Hybrid

About The Position

We’re looking for a highly skilled and hands-on Technology Operations CX Manager to define, support, and evolve our customer operations systems and workflows, and to serve as the technical cornerstone of our outsourcing technology ecosystem. In this role, you won’t just manage tools; you will architect scalable, resilient, and automated service systems. You will be responsible for the technical strategy and design of our CX stack, leveraging GenAI orchestration, API-first integrations, predictive analytics, and systems thinking to drive operational excellence across our outsourcing and support tech ecosystem. You’ll partner closely with cross-functional teams to translate business needs into scalable system solutions, establish durable technical patterns and standards, and ensure our tools are reliable, efficient, and built for growth. This is a full-time position reporting to the Senior Director, Outsourcing. 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. Learn more details about our work modes and workplace safety policies here.

Requirements

Experience with CX platforms (e.g., Zendesk, Assembled, Qualtrics, Reforged) and complex system configuration at scale.
Experience designing, supporting, or maintaining API-based integrations, middleware workflows, or connected business systems.
Proven ability to use automation, GenAI, and systems design to solve operational problems in pragmatic and scalable ways.
Comfort owning work across the full solution lifecycle, from discovery and design through testing, rollout, documentation, and change management.
Deep technical judgment, including the ability to balance short-term operational needs with long-term scalability and maintainability.
Comfortable working cross-functionally and influencing without direct authority.
Able to translate technical concepts into actionable insights and recommendations for diverse stakeholders.
Proactive, detail-oriented, and able to navigate ambiguity, complexity, and evolving priorities.
Takes initiative and drives work forward in a fast-paced environment.

Responsibilities

Lead the long-term technical roadmap for the CX ecosystem (Zendesk, Assembled, Qualtrics), defining scalable architecture patterns, integration strategy, and platform standards across tools and workflows.
Own and optimize CX platforms, including complex workflows, automations, permissions, business rules, and reporting frameworks, with a focus on scalability, maintainability, and operational resilience.
Design and deploy advanced AI strategies, moving beyond simple chatbots to LLM-powered agent copilots, automated sentiment analysis, and self-healing support workflows.
Evaluate, pilot, and implement automation and GenAI solutions that improve agent efficiency, reduce manual work, and enhance customer interactions.
Architect robust middleware and API integrations between CX tools and internal Etsy systems to enable reliable data flows and a more complete view of the customer journey.
Configure, maintain, and improve integrations across CX tools and internal systems, ensuring performance, resilience, and data quality at scale.
Lead the end-to-end SDLC for CX tooling, including environment management, sandbox strategy, version control for triggers and automations, and rigorous UAT/QA protocols.
Execute system enhancements end-to-end, including technical design, testing, documentation, rollout, and enablement.
Partner with Analytics to design telemetry frameworks that measure system health, automation ROI, tooling performance, and the impact of technical debt.
Act as a primary technical consultant for Product, Engineering, and Operations leaders, translating operational bottlenecks into prioritized technical requirements and scalable solutions.
Monitor system performance, troubleshoot complex issues, and identify opportunities to improve workflows, architecture, and tooling.