Global Support Readiness Lead

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

Benefits offered by this job

Equity package

Annual bonus

Competitive benefits

Job summary

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

The role focuses on ensuring the support ecosystem is prepared for product launches and incidents, coordinating across Support Operations and other pillars, and improving incident response and communication. Hybrid work with in‑person collaboration at the Brooklyn office, and potential travel for major rollouts.

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 maintaining alignment with broader company goals.
• Outstanding interpersonal skills, with a focus on translating product changes into simple, operational instructions for a global agent workforce.

Responsibilities

• Coordinate internal Support response to technical incidents, providing alerts, workarounds, and status updates.
• Monitor operational health metrics (SLA, resolution speed, contact volume) during service disruptions.
• Contribute to post‑mortem analyses and propose concrete operational improvements.
• Develop clear workflows and agent-facing resources in preparation for incidents and updates.

Skills

Customer Operations

Product Operations

Support Operations

NLP / sentiment analysis

Cross-functional leadership

Incident management

Operational readiness

Job description

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

The role focuses on ensuring the support ecosystem is prepared for product launches and incidents, coordinating across Support Operations and other pillars, and improving incident response and communication. Hybrid work with in‑person collaboration at the Brooklyn office, and potential travel for major rollouts.