Manager, Outsourced Tooling Delivery and Reliability

Etsy; New York (NY); Hybrid; USD 149,000 - 201,000; Full time

Benefits offered by this job

Equity package

Annual performance bonus

Competitive benefits

Job summary

Etsy is seeking a Manager, Outsourced Tooling Delivery and Reliability in the New York area to lead a hands-on technical team responsible for configuring, testing, launching, and maintaining agent-facing tools and workflows. You will establish intake, release, and access-control practices and partner with Vendors to ensure reliable operations.

You will collaborate with Support, Enforcement, Product, Engineering, and Vendors to translate business priorities into dependable solutions, while

Qualifications

• Experience leading a technical operations or tooling delivery team.
• Strong knowledge of agent-facing platforms like Zendesk and related tools.
• Proven vendor management and contract negotiation experience.
• Good judgment on system configuration, APIs and access controls.
• Experience with incident response, release testing, change management, and business continuity.
• Ability to balance urgent support with long-term reliability.
• Clear communication with vendor, technical, and operational partners.
• Willingness to travel up to 20% internationally.

Responsibilities

• Lead the team: Set priorities, coach and develop team members, review technical work, and build backup coverage across critical tools and processes.
• Vendor management: Supervise team’s technology vendor operating rhythm and contract renewals, ensuring business continuity and value.
• Deliver technology and tooling changes: Oversee configuration, workflows, automations, permissions, implementation, and tool integrations from design through testing and rollout.
• Protect operational continuity: Lead tooling response to incidents and outages; establish escalation paths and recovery procedures.
• Run a clear intake and delivery process: Triage requests and bugs, assess impact and capacity, provide clear commitments.
• Maintain access controls: Oversee provisioning workflows and audit evidence for supported tools.
• Improve how tools operate together: Coordinate with multiple teams to test changes and resolve friction.
• Measure and improve reliability: Use incident trends and feedback to prioritize fixes and documentation.

Skills

Technical operations leadership

Zendesk & related tooling

Vendor management

Communication with partners

Incident response & change management

Coaching & team development

Travel readiness

Tools

Zendesk

Assembled

Sierra

Guru

Rippit

APIs & integrations

Job description

Company Description

Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world.

As an Etsy employee, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

We believe exceptional companies are built by exceptional teams, and we're intentional about it. That means hiring great people, setting them up for success from day one, and giving them real reasons to grow their careers here. We invest in development that goes beyond promotions, and we foster the trust and relationships that help people do their best work together.

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.

What’s this team like at Etsy?

The Outsourced Technology & Tooling team enables Etsy's internal and outsourced teams to deliver fast, reliable and high quality customer and enforcement outcomes. This team focuses on third party tooling platform governance, agent workflow optimization, incident response and business continuity, operational readiness and reliability, scalable access controls, and vendor management. We work closely with Customer Operations, Product, Engineering, and Analytics teams to balance day‑to‑day systems excellence with forward looking strategic investment in our technical layer, especially in areas like automation and AI. The team values curiosity, collaboration, domain expertise, and a strong sense of ownership.

What does the day-to-day look like?

• Lead the team: Set priorities, coach and develop team members, review technical work, and build backup coverage across critical tools and processes.
• Vendor management: Supervise team’s technology vendor operating rhythm and contract renewals, ensuring business continuity and that Etsy is receiving appropriate attention and value within these relationships.
• Deliver technology and tooling changes: Oversee configuration, workflows, automations, permissions, implementation, and tool integrations from technical design through testing, rollout, documentation, and post‑launch support.
• Protect operational continuity: Lead the tooling response to incidents and outages. Establish escalation paths, workarounds, recovery procedures, and follow‑up actions that reduce repeat issues and agent downtime.
• Run a clear intake and delivery process: Triage requests and bugs, assess operational impact and capacity, and give stakeholders clear commitments and status updates.
• Maintain access controls: Oversee provisioning workflows and audit evidence for supported tools to ensure compliance with security standards.
• Improve how the tools operate together: Work with Support and Enforcement leads, Product, Engineering, Automation, Enablement, and vendors to identify dependencies, test changes across systems, and resolve recurring friction for agents.
• Measure and improve reliability: Use incident trends, access performance, change defects, and agent feedback to prioritize preventive fixes, automation, and documentation.
• 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

• Experience managing and developing a technical operations, platform administration, or tooling delivery team.
• Strong working knowledge of complex agent‑facing platforms such as Zendesk and connected workforce, knowledge, or quality tools (e.g. Assembled, Sierra, Guru, Rippit, etc). Experience with every tool in our stack is not required.
• Proven experience in software vendor management and contract negotiations.
• Sound technical judgment about system configuration, APIs and integrations, access controls, and the operational effects of a change across connected tools.
• Experience with incident response, release testing, change management, and business continuity for tools used in live operations.
• Ability to make practical trade‑offs between urgent support, planned delivery, control requirements, and longer‑term reliability.
• Clear communication with vendor, technical, and operational partners, including the ability to assign ownership and drive resolution across team boundaries.
• A coaching mindset and a habit of turning recurring issues into stronger processes, documentation, and team capability.
• Ability to travel up to 20% of the time to Outsourced Partner Sites Internationally.

Compensation & Benefits

In addition to salary, you'll be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family. Base salary is determined by your location, skills, and experience.

Etsy uses two geographic pay zones to reflect the labor markets where we compete for talent: one called Geo-1, covering the New York City metropolitan area, San Francisco Bay Area, and Seattle metropolitan area, and one called Geo-2, covering all other U.S. locations. Salary ranges for this role vary by zone and are listed below.

Location

We prioritize candidates based within commutable distance of Etsy’s Brooklyn Office. Depending on proximity, we ask team members to come in once or twice per week. Remote candidates outside commutable distance may be considered on a case‑by‑case basis, with the expectation of occasional travel to the office. Learn more details about our work modes and workplace safety policies here.

Salary Range

• Geo-1: 149,000.00 - 201,000.00 USD Annual
• Geo-2: 134,000.00 - 182,000.00 USD Annual

Our Promise

At Etsy, we believe that a diverse, equitable, and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, national origin, religion or creed, sex, pregnancy (including childbirth and related medical conditions), gender, gender identity or expression, sexual orientation, age, citizenship or immigration status, marital or familial status, physical or mental disability, medical condition, genetic information, military or veteran status**, or any other characteristic protected by applicable federal, state, or local law**. If, due to a disability, you need an accommodation during any part of the interview or hiring process, please let your recruiter know and we will work with you to meet your needs. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.