Senior Program Manager, Customer Ops & Experience

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

Job summary

Etsy seeks a Senior Program Manager for Customer Operations (CO) to lead high-priority initiatives, partnering with ops, product, analytics and engineering. You will guide strategy, roadmaps, and governance to improve customer experience and operational efficiency.

Expect equity, annual bonus, and comprehensive benefits as part of the total rewards package. You may need to be in Brooklyn office once or twice weekly.

Qualifications

• 5–7 years of experience in business operations, corporate strategy, or a related field.
• Strong collaboration skills and ability to drive decision-making.
• Excellent verbal and written communication with leadership exposure.
• Ability to influence outcomes without direct reporting lines.
• Strong problem-solving in ambiguity and changing priorities.
• Experience with data analytics or financial analysis is a plus.

Responsibilities

• Lead cross-functional high-priority programs aligned to CO objectives and quarterly goals.
• Develop strategy, objectives, prioritization, and roadmap for owned programs.
• Create collaboration standards and RACIs to ensure partner teams succeed.
• Communicate status, progress, and blockers to key collaborators regularly.
• Facilitate tradeoff decisions on operations and technology initiatives.
• Prepare and deliver monthly/quarterly reviews and leadership communications.

Skills

Business operations

Corporate strategy

Consulting

Communication

Data analytics

Job description

Etsy seeks a Senior Program Manager for Customer Operations (CO) to lead high-priority initiatives, partnering with ops, product, analytics and engineering. You will guide strategy, roadmaps, and governance to improve customer experience and operational efficiency.

Expect equity, annual bonus, and comprehensive benefits as part of the total rewards package. You may need to be in Brooklyn office once or twice weekly.