Senior Operations & Programs Leader — Customer Support

Etsy, Inc.; New York (NY); Híbrido; USD 116.000 - 175.000; Tempo integral

Benefícios oferecidos por esta vaga

Equity package

Annual performance bonus

Competitive benefits

Resumo da vaga

Etsy, Inc. is seeking a Senior Business Operations & Program Manager to partner with the Senior Director of Customer Support and lead cross‑functional programs that matter most to Support.

You will drive the operating rhythm, organize leadership reviews, and guide programs that improve resolution quality, trust, and operational maturity. This is a hands‑on IC role partnering with Product, Engineering, Analytics, Policy, Legal, Finance, and Customer Operations.

Qualificações

• 6 to 10 years of experience in program management, business operations, strategy, chief‑of‑staff, consulting, or customer operations.
• Strong written and verbal communication, with the ability to turn complex information into clear recommendations, decisions, and plans.
• Excellent organization and follow‑through.
• Experience in a marketplace, customer support, or other operations‑heavy environment is a plus.

Responsabilidades

• Run the organization’s operating cadence and lead annual/quarterly planning, business reviews, leadership meetings, all‑hands meetings, and onsite events.
• Prepare agendas, pre‑reads, meeting notes, decisions, and assign owners with due dates.
• Draft leadership communications and narratives for business reviews.
• Maintain trackers to show priorities, risks, dependencies, capacity needs, and commitments across teams.
• Lead large cross‑functional programs from definition to launch and post‑launch improvement.
• Identify risks and mitigation plans and manage dependencies without formal authority.

Conhecimentos

Program management

Business operations

Strategy

Chief of staff

Consulting

Customer operations

Descrição da vaga

Etsy, Inc. is seeking a Senior Business Operations & Program Manager to partner with the Senior Director of Customer Support and lead cross‑functional programs that matter most to Support.

You will drive the operating rhythm, organize leadership reviews, and guide programs that improve resolution quality, trust, and operational maturity. This is a hands‑on IC role partnering with Product, Engineering, Analytics, Policy, Legal, Finance, and Customer Operations.