Manager, Outsourced Tooling Delivery and Reliability

What’s the Role? We’re looking for a Manager, Outsourced Tooling Delivery and Reliability to lead the team that implements and supports the tools used by Etsy’s internal and outsourced Customer Operations teams. This is a hands-on people leadership role focused on delivering changes safely, keeping tools reliable, and helping agents continue their work when systems fail.

You’ll lead technical specialists responsible for configuring, testing, launching, and maintaining agent-facing tools and workflows. You’ll establish clear practices for intake, technical review, releases, incident response, and backup coverage. You’ll be responsible for related access operations and controls so agents have the right permissions and changes can be audited. This team is also responsible for vendor management, liaisoning directly with technology vendors on contracts, roadmaps, and regular business as usual requests.

You’ll partner with Support, Enforcement, Product, Engineering, Automation, IT, Security, and our technology vendors to turn agreed upon business priorities into dependable solutions. Success in this role means fewer recurring disruptions, faster recovery when issues arise, and tooling changes that work well for agents from launch onward.

This is a full-time position reporting to the Director, Outsourced Technology and Tooling.

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