Launch Readiness Lead — Customer Operations

etsy; United States; On-site; USD 100,000 - 150,000; Full time

Job summary

Etsy seeks an Operational Readiness Manager (ORM) to bridge external product changes with internal support readiness. You will ensure the support ecosystem is prepared to launch improvements, identify friction points, and coordinate responses to incidents and changes across teams.

This full-time role reports to the Senior Manager, Support Operations and requires coordinating with product, marketing, and automation teams to maintain readiness and improve metrics such as FTR and TRT.

Qualifications

• 4+ years of experience in Customer Operations, Product Operations, or a high-level Support role.
• Proficiency with NLP/sentiment analysis tools to generate leadership insights.
• Ability to lead cross-functional projects and translate product changes into operational instructions.

Responsibilities

• Coordinate internal Support responses to incidents and product changes.
• Monitor SLA, resolution speed, and contact volume during disruptions.
• Lead post-mortems and implement operational improvements.
• Develop and maintain agent-facing workflows and documentation ahead of incidents.
• Collaborate with product, marketing, and automation teams to optimize support readiness.
• Provide actionable recommendations to reduce repeat contacts and improve TRT.

Skills

Cross-functional leadership

NLP sentiment analysis

Project management

Operational readiness

Interpersonal communication

Job description

Etsy seeks an Operational Readiness Manager (ORM) to bridge external product changes with internal support readiness. You will ensure the support ecosystem is prepared to launch improvements, identify friction points, and coordinate responses to incidents and changes across teams.

This full-time role reports to the Senior Manager, Support Operations and requires coordinating with product, marketing, and automation teams to maintain readiness and improve metrics such as FTR and TRT.