Senior Program Manager, Customer Operations & Strategy

Etsy, Inc.; New York (NY); Hybrid; USD 134,000 - 174,000; Full time

Benefits offered by this job

Equity package

Annual performance bonus

Competitive benefits

Job summary

Etsy, Inc. is seeking a Senior Program Manager to join our Customer Operations (CO) organization in a full-time role.

You will lead high-priority cross-functional programs, partner with leaders across Product, Engineering and Analytics, and drive operational excellence to improve customer experience. The role requires presence in Etsy’s Brooklyn Office once or twice weekly, with equity, bonus and competitive benefits as part of total rewards.

Qualifications

• 5-7 years of experience in business operations, corporate strategy, consulting, or a related field.
• Experience within a technology organization dedicated to creative problem solving and owning strategic projects.
• Strong collaborator who knows how to drive decision-making.
• Ability to balance data with intuition and communicate with leadership.

Responsibilities

• Lead cross-functional high-priority programs that directly ladder up to CO objectives.
• Accelerate the delivery of important initiatives to meet quarterly goals.
• Develop the strategy, objectives, prioritization and roadmap for the project and act as an ambassador for them to the broader ecosystem of partner teams.
• Create and maintain standards of collaboration and optimization of information flows for the program.
• Define collaborators and RACIs and ensure teams are set up for success.
• Communicate initiative status, progress and roadblocks to key collaborators.
• Facilitate critical trade-off decisions on behalf of CO leadership across operations and technology initiatives.
• Facilitate preparation and delivery of monthly/quarterly business reviews, senior leadership comms, program look-backs and blameless post-mortems.
• Create systems and org-wide operating rhythms that maintain tight feedback loops between our internal teams.

Skills

Program management

Cross-functional collaboration

Data analytics

Communication

Leadership

Problem solving

Job description

Etsy, Inc. is seeking a Senior Program Manager to join our Customer Operations (CO) organization in a full-time role.

You will lead high-priority cross-functional programs, partner with leaders across Product, Engineering and Analytics, and drive operational excellence to improve customer experience. The role requires presence in Etsy’s Brooklyn Office once or twice weekly, with equity, bonus and competitive benefits as part of total rewards.