Senior Tooling & Platform Operations Lead

Etsy; New York (NY); Hybrid; USD 146,000 - 198,000; Full time

Benefits offered by this job

Equity package

Annual performance bonus

Competitive benefits

Job summary

Etsy is seeking a Staff Tooling & Platform Operations Manager to lead strategic tooling initiatives for Customer Operations and outsourced partners. The role blends operational insight with technical discipline, partnering across Product, Engineering, and Operations to deliver scalable tooling solutions.

You will own intake processes, define patterns, and drive post-launch improvements that enhance agent experience and customer outcomes, while collaborating with BPO partners and internal teams.

Qualifications

• Significant experience in tooling operations, business operations, customer operations technology, program management, systems operations, product operations, or a related field.
• A track record of leading complex, cross-functional tooling initiatives across the full lifecycle, from discovery to post-launch support.
• Ability to operate independently as a senior individual contributor and influence without direct authority.

Responsibilities

• Own intake, prioritization, and requirements gathering for key Customer Operations tooling workflows.
• Identify tooling friction with cross-functional teams and prioritize improvements using agent feedback and data.
• Lead tooling initiatives from discovery through implementation and post-launch support with clear ownership and timelines.
• Partner with Product, Engineering, Analytics, and Operations on scalable tooling solutions and standards.
• Build and maintain operating rhythms for tooling work, including roadmap tracking and risk reviews.
• Own documentation for tooling workflows, launch plans, and user guides.
• Support major launches with clear readiness and support plans.
• Prepare leadership-ready updates on priorities, roadmap progress, risks, and tradeoffs.
• Role may evolve and adapt to changing business needs.

Skills

Tooling operations

Program management

Cross-functional leadership

Stakeholder management

Independent contributor

Documentation

Communication

Operations technology

Vendor/BPO collaboration

Job description

Etsy is seeking a Staff Tooling & Platform Operations Manager to lead strategic tooling initiatives for Customer Operations and outsourced partners. The role blends operational insight with technical discipline, partnering across Product, Engineering, and Operations to deliver scalable tooling solutions.

You will own intake processes, define patterns, and drive post-launch improvements that enhance agent experience and customer outcomes, while collaborating with BPO partners and internal teams.