Global Support Ops: Operational Readiness Lead

Etsy, Inc.; New York (NY); Hybrid; USD 106,000 - 144,000; Full time

Benefits offered by this job

Equity package

Annual performance bonus

Competitive benefits

Job summary

Etsy, Inc. is seeking an Operational Readiness Manager to bridge external business changes with internal support readiness.

The role reports to the Senior Manager, Support Operations and focuses on ensuring a highly responsive, agile support organization aligned with Etsy’s strategic direction. You will translate product launches into actionable support instructions, monitor launches, and collaborate with multiple teams to minimize customer impact and improve incident response.

Qualifications

• 4+ years of experience in Customer Operations, Product Operations, or a high-level Support role.
• Proficiency in using NLP or sentiment analysis tools to generate actionable insights for leadership and cross-functional partners.
• Strong ability to lead cross-functional projects, managing internal Support execution while aligning with broader company goals.
• Outstanding interpersonal skills, with a focus on translating product changes into simple, operational instructions for a global agent workforce.
• A calm and steady approach to problem-solving during fast paced technical incidents.
• Provide deep subject matter expertise across the org, synchronize with Product and Marketing launches, and help improve FTR and TRT.

Responsibilities

• Coordinate the internal Support response to incidents, providing timely alerts, approved workarounds, and status updates.
• Monitor key operational health metrics during service disruptions and report trends to Support leadership.
• Participate in post-mortem analyses and drive improvements to prevent recurrence.
• Recommend concrete operational changes from incidents and track their impact across teams.
• Build and maintain clear workflows, documentation, and agent-facing resources before the next incident.
• Collaborate with the Human Support pillar to update documentation and quality standards.
• Work with the Automated Support team to shift issues to self-service where appropriate.
• Maintain deep product knowledge and provide commentary on support trends to the organization.
• Identify process gaps across pillars and propose fixes with measurable impact.
• Other related duties as business needs evolve.

Skills

Customer Operations

Product Operations

NLP / Sentiment analysis

Cross-functional leadership

Operational readiness

Travel willingness

Job description

Etsy, Inc. is seeking an Operational Readiness Manager to bridge external business changes with internal support readiness.

The role reports to the Senior Manager, Support Operations and focuses on ensuring a highly responsive, agile support organization aligned with Etsy’s strategic direction. You will translate product launches into actionable support instructions, monitor launches, and collaborate with multiple teams to minimize customer impact and improve incident response.