Manager, Seller Automated Support

Etsy, Inc.; New York, Northern (NY, KY); Hybrid; USD 131,000 - 171,000; Full time

Benefits offered by this job

Equity package

Annual performance bonus

Competitive benefits

Job summary

Etsy, Inc. is seeking a Manager, Seller Automation to lead a team responsible for seller self-service and automated support experiences, including the Seller AI Agent and Help Center.

You will drive performance, development, and health of the team, partnering across Etsy to improve resolution quality and trust in automation. The role reports to the Director of Automated Support and offers equity, an annual bonus, and comprehensive benefits.

Qualifications

• 4+ years experience in Support Operations, Program Management, Self-Service Strategy, or related field.
• Experience managing people and leading complex work.
• Strong judgment in prioritization and cross-functional dependencies.
• Ability to partner with product and engineering to implement operational improvements.

Responsibilities

• Lead, coach, and develop the team with a clear quality and performance bar.
• Foster an inclusive culture with stretch opportunities and clear ownership.
• Own the performance of seller-facing automated support and self-service experiences.
• Drive improvements using data and sentiment to reduce unnecessary contacts.
• Translate goals into priorities and manage delivery across product, policy, and tooling.
• Monitor capacity, surface risks, and propose forward paths.
• Partner with Product, Engineering, Tech Ops, and Human Support on implementation and handoffs.
• Collaborate with Seller Product Marketing and Scaled Content to align automation initiatives.
• Expect additional tasks as needed and adapt to changing business needs.

Skills

Support Operations

Program Management

Self-Service Strategy

People Management

Cross-functional Collaboration

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 Inc. employee, whether a team member of Etsy or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

Salary Range

$131,000.00 - $171,000.00

What’s the role?

The Manager, Seller Automation leads a team responsible for Etsy’s seller self-service and automated support experiences, including the Seller AI Agent, Help Center, and automated communications. This role is accountable for the performance, development, and health of the team, as well as operational outcomes within seller automated support and self-service. They partner across Etsy to improve seller resolution quality, containment, and trust in automated support.

This is a full-time position reporting to the Director of Automated Support. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy.

This role requires your presence in Etsy’s Brooklyn Office once or twice per week depending on your proximity to the office. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub may be the first to be considered. Learn more details about our work modes and workplace safety policies here.

What’s this team like at Etsy?

This is a people-management role within the Customer Support team. Success in the role comes from building a high-performing team, developing reports across levels, setting clear priorities, and leading through others rather than operating as the direct owner of every piece of work.

What does the day-to-day look like?

• Lead, coach, and develop the team, holding a clear quality and performance bar while providing timely, specific, behavioral feedback that supports each person's growth.

• Build an inclusive, accountable team culture by creating stretch opportunities, delegating meaningful ownership calibrated to each person's level, and ensuring people understand the team's purpose and have what they need to succeed.

• Own the performance and optimization of seller-facing automated support and self-service experiences (Help Center content, email journeys) to ensure they're accurate, scalable, and reduce unnecessary contact volume, especially for high-volume issues like Finances, Shipping, and Shop Management.

• Use data, sentiment, and contact drivers to identify issues and drive improvements, ensuring automation creates clear resolution paths with seamless handoffs to human support when needed.

• Translate team goals into clear priorities, delegate with defined success criteria, and manage delivery across dependencies like product launches, policy changes, tooling, and enablement timelines.

• Monitor capacity, make tradeoff decisions, and surface risks early with a recommended path forward, keeping work moving despite ambiguity or changing conditions.

• Partner with Product, Engineering, and Tech Ops on technical implementation while owning the quality of the seller resolution journey, and with Human Support/Support Operations to strengthen handoffs and escalation paths.

• Partner with Seller Product Marketing and Scaled Content to align automated experiences with broader initiatives, building strong relationships through proactive communication and follow-through.

• 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:

• 4+ years Experience in Support Operations, Program Management, Self-Service Strategy, or a related field, including experience managing people and leading complex work.

• Strong judgment in prioritization, operational problem-solving, and navigating cross-functional dependencies.

• Comfort working with data and customer sentiment to diagnose issues and improve processes, content, or support experiences.

• Experience partnering closely with product and engineering teams to land operational improvements.

• The ability to lead steadily through ambiguity, change, and high-pressure moments while keeping the team focused and supported.

• Success in this role means the team consistently meets performance expectations, direct reports are growing and taking on meaningful ownership, seller self-service effectiveness improves over time, and automated support remains a trusted and effective source of resolution for sellers.

• You may be expected to travel to Etsy offices or outsourced partner sites based on team priorities and business needs.

Additional Information

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. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status, or any other characteristic protected by applicable law. If, due to a disability, you need an accommodation during any part of the application or interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.