Tech Ops Manager

Etsy•New York, NY

1d•Hybrid

About The Position

We’re looking for a highly skilled and hands-on Technology Operations CX Manager to 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 a high-scale, automated service environment. You will be responsible for the strategic design of our CX stack, leveraging GenAI orchestration, API-first integrations, and predictive analytics to drive operational excellence across our outsourcing and support tech stack. You’ll partner closely with cross-functional teams to translate business needs into scalable system solutions, ensuring 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

Strong experience with CX platforms (e.g., Zendesk, Assembled, Qualtrics) and system configuration at scale
Ability to design efficient workflows and improve processes through data and automation
Interest in applying GenAI and emerging technologies to real CX challenges
Comfortable working cross-functionally and influencing without direct authority
Proactive, detail-oriented, and able to navigate complex systems and issues
Able to translate technical concepts into actionable insights for diverse stakeholders
Takes initiative and drives work forward in a fast-paced, evolving environment

Responsibilities

Lead the long-term technical roadmap for the CX ecosystem (Zendesk, Assembled, Qualtrics), ensuring global scalability and multi-instance synchronization.
Administer and optimize CX platforms, including workflows, automations, and reporting
Design and deploy advanced AI strategies, moving beyond simple chatbots to LLM-powered agent copilots, automated sentiment analysis, and self-healing support workflows.
Evaluate and implement automation and GenAI solutions to enhance agent productivity and customer interactions
Architect robust middleware and API integrations between CX tools and internal Etsy data warehouses to ensure a 360-degree view of the customer.
Configure and maintain integrations across CX tools and internal systems, ensuring reliable data flows and performance
Own the end-to-end SDLC for CX tooling, including environment management (Sandboxes), version control for triggers/automations, and rigorous UAT/QA protocols.
Partner with cross-functional teams to gather requirements and translate them into scalable system improvements
Partner with Analytics to design telemetry frameworks that measure system health, ROI of automations, and the impact of technical debt.
Execute system enhancements end-to-end, including testing, documentation, rollout, and training
Act as a primary technical consultant for Product and Engineering leaders, translating complex operational bottlenecks into prioritized technical requirements.
Monitor system performance, troubleshoot issues, and identify opportunities to improve workflows and tooling