Operational Readiness Manager

Etsy; New York (NY); Hybrid; USD 96,000 - 144,000; Full time

Benefits offered by this job

Equity package

Annual performance bonus

Job summary

Etsy is seeking an Operational Readiness Manager to bridge external product changes with internal support readiness. You will identify friction points before they affect customers and coordinate the support response to incidents and product launches.

The role requires enabling agile, scalable support aligned with Etsy's strategic direction. As a close partner to Product, Marketing, and Support, you will translate launches into actionable instructions for global agents, monitor health metrics,

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.

Responsibilities

• Coordinate internal Support response to technical incidents with timely alerts and approved workarounds.
• Monitor key operational health metrics during service disruptions and report trends to Support leadership.
• Participate in post-mortem analyses to identify root causes and improve processes for future incidents.
• Propose concrete operational changes based on incident learnings and track impact on repeat contacts.
• Develop and maintain clear workflows and agent-facing resources ahead of next incidents.
• Collaborate with Human Support to update agent documentation and quality standards.
• Work with Automated Support to move common issues to self-service when appropriate.
• Maintain deep product knowledge to explain the 'why' behind support trends across the team.

Skills

Customer Operations

NLP / Sentiment analysis

Cross-functional leadership

Interpersonal communication

Incident response

Tools

NLP tools

Sentiment analysis platforms

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.

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.

What’s the role?

The Operational Readiness Manager (ORM) serves as the operational link between external business changes and internal support readiness. As a deep internal subject matter authority within the Support Operations pillar, you are dedicated to ensuring that Etsy’s support ecosystem is prepared to launch key product improvements. In this role, you will identify operational friction points before they impact customers and coordinate the support organization's response to site incidents and product changes. Your goal is to ensure that our support operations are highly responsive, agile, and fully aligned with the strategic direction set by the company. This is a full-time position reporting to the Senior Manager, Support Operations.

What’s this team like at Etsy?

• Serve as a key Support partner in launch planning, ensuring that our support implementation is synchronized with go-to-market plans and providing Support data as an input for sentiment reporting.
• Translate product and policy launches into actionable instructions for the support organization, ensuring both human and automated support agents have the essential context and tools to handle customer questions and feedback.
• Implement monitoring for new launches, providing real-time operational health data to help refine messaging and support tactics.

What does the day-to-day look like?

• Coordinate the internal Support response to technical incidents, providing timely alerts, approved workarounds, and status updates.
• Monitor key operational health metrics (SLA, resolution speed, and contact volume) during service disruptions, calling out critical trends to Support leadership.
• Participate in post-mortem analyses for support-impacting incidents, ensuring root causes are identified and operational processes are improved to prevent future recurrence.
• Go beyond root-cause identification to recommend concrete operational changes coming out of incidents, aligning the people who need to implement them, and tracking whether repeat contact rates or customer concerns actually change.
• Build and maintain clear workflows, documentation, and agent-facing resources that are ready before the next incident — not created reactively during one.
• Partner with the Human Support pillar update agent-facing documentation and quality standards to reflect new operational workflows.
• Collaborate with the Automated Support team to identify frequent issues that can be moved from human support to self-service channels based on sentiment data.
• Maintain deep product knowledge to provide relevant commentary on the "why" behind support trends, sharing that knowledge across the Customer Support team.
• Identify process gaps or inefficiencies in the support operating model across pillars and detailing proposed solutions — not just flagging the issue but proposing the fix and measuring its impact.
• 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 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.
• A "calm and steady" approach to problem-solving during fast paced technical incidents.
• Provide deep subject matter expertise across the org, maintain synchronization with Product and Marketing launches, and contribute to the improvement of First Touch Resolution (FTR) and Total Resolution Time (TRT) through proactive operational readiness.
• You may be required to travel to Etsy's offices or to our outsourced partner sites, as driven by team priorities and business needs.

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: 106,000.00 - 144,000.00 USD Annual
• Geo-2: 96,000.00 - 130,000.00 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.