Senior Programs & Operations Lead — Customer Support

Etsy; New York (NY); Hybrid; USD 116,000 - 175,000; Full time

Benefits offered by this job

Equity package

Annual bonus

Competitive benefits

Job summary

Etsy is seeking a Senior Business Operations & Program Manager to partner with the Senior Director of Customer Support, leading cross‑functional programs and the organization’s operating rhythm. You will drive plans, trackers, and communications across Product, Engineering, Analytics, Policy, Legal, Finance, and Customer Operations.

This hands-on IC role requires organizing complex programs, optimizing processes, and building scalable operating practices while collaborating with multiple teams

Qualifications

• 6 to 10 years of experience in program management, business operations, strategy, chief‑of‑staff, consulting, or customer operations, including ownership of complex programs with multiple dependencies.
• Willingness to roll up your sleeves. You take pride in the details, from a clean tracker to a well-run offsite, and you do not see operational and administrative work as beneath the role.
• Strong written and verbal communication, with the ability to turn complex information into clear recommendations, decisions, and plans.
• Excellent organization and follow‑through.
• Comfort working with metrics and imperfect information. You can establish a baseline, identify what matters, and use data to improve decisions.
• Sound judgment with sensitive information and competing priorities, and comfort influencing without authority.
• A practical, customer‑centered approach and a bias toward making complex work clearer and more scalable.
• Experience in a marketplace, customer support, or other operations-heavy environment is a plus.

Responsibilities

• Run the organization’s operating cadence.
• Lead annual and quarterly planning, business reviews, leadership meetings, all-hands meetings, and in-person onsites, including the logistics that make them work.
• Prepare agendas, pre-reads, and meeting notes, capture decisions, and make sure every follow-up has a clear owner and due date.
• Draft leadership communications, decision memos, and the narrative for business reviews.
• Maintain trackers and working documents that give a current view of Support’s priorities, risks, dependencies, capacity needs, and commitments across all three teams.
• Improve recurring processes so leaders spend less time assembling information and more time making decisions.
• Own programs from problem definition through planning, execution, launch, and post-launch improvement.
• Define program goals, scope, owners, measures of success, and decision processes.
• Keep the details moving, including status updates, dependency tracking, and follow‑up with partners.
• Align priorities, resolve tradeoffs, and manage dependencies across partners without relying on formal authority.
• Identify risks early, recommend practical mitigation plans, and raise decisions when needed.
• Work with operational teams to establish baselines, measure impact, and adjust the approach based on data.
• Build operational maturity and execution rigor by clarifying readiness plans, dependencies, decisions, and escalation paths.
• Reduce avoidable handoffs, repeated explanations, and dependence on informal processes.

Skills

Program management

Cross-functional leadership

Communication skills

Data analytics

Planning & cadence

Job description

Etsy is seeking a Senior Business Operations & Program Manager to partner with the Senior Director of Customer Support, leading cross‑functional programs and the organization’s operating rhythm. You will drive plans, trackers, and communications across Product, Engineering, Analytics, Policy, Legal, Finance, and Customer Operations.

This hands-on IC role requires organizing complex programs, optimizing processes, and building scalable operating practices while collaborating with multiple teams