Staff Product Manager, Customer Operations

What’s the role? 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 support resolution in order to provide customers with what they want 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 Director of Product.

What’s this team like at Etsy?

• This team works closely with our broader Customer Support 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.

What does the day-to-day look like?

• 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.

Qualities that will help you thrive in this role are:

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