Senior Program Manager, Customer Ops | Equity & Bonus

Etsy; New York (NY); On-site; USD 134,000 - 174,000; Full time

Benefits offered by this job

Equity package

Annual performance bonus

Competitive benefits

Job summary

Etsy is seeking a Senior Program Manager to join our Customer Operations (CO) organization. You will lead high-priority initiatives across ops teams to improve customer experience and efficiency, in collaboration with product, engineering, analytics and design.

This full-time role requires presence in Etsy's Brooklyn Office, with flexibility to come in 1-2 days per week; equity, annual bonus, and competitive benefits are part of total rewards.

Qualifications

• 5-7 years of experience in business operations, corporate strategy, consulting, or related field.
• Strong collaborator who can drive decision-making.
• Excellent verbal and written communication skills with leadership interaction experience.
• Adept at influencing outcomes without direct reporting lines.
• Strong problem-solving ability in ambiguity and changing priorities.
• Background in data analytics or financial analysis is a plus but not required.

Responsibilities

• Lead cross-functional high-priority programs that ladder up to CO objectives and big bets.
• Develop strategy, objectives, prioritization and roadmap for the project/program and act as ambassador to partner teams.
• Create and maintain collaboration standards and information flow for the program with defined RACIs.
• Communicate initiative status, progress and roadblocks to key collaborators proactively.
• Facilitate critical tradeoff decisions on behalf of CO leadership across operations and technology initiatives.
• Prepare and deliver monthly/quarterly business reviews, senior leadership communications, and post-mortems.
• Create operating rhythms that maintain tight feedback loops between internal teams to over-deliver on CX milestones.

Skills

Program management

Cross-functional collaboration

Data analysis

Communication

Leadership

Job description

Etsy is seeking a Senior Program Manager to join our Customer Operations (CO) organization. You will lead high-priority initiatives across ops teams to improve customer experience and efficiency, in collaboration with product, engineering, analytics and design.

This full-time role requires presence in Etsy's Brooklyn Office, with flexibility to come in 1-2 days per week; equity, annual bonus, and competitive benefits are part of total rewards.