Staff Product Manager, Customer Operations

Etsy; New York (NY); Hybrid; USD 195,000 - 263,000; Full time

Benefits offered by this job

Equity package

Annual performance bonus

Competitive benefits

Job summary

Etsy is seeking a passionate product manager to help us improve the support Etsy provides to buyers and sellers. You would drive improving support resolution at scale and ensure customers feel Etsy has their back when things go wrong.

This is a full-time role reporting to the Director of Product. You will lead a cross-functional squad with engineering, design, research, analytics, and product marketing to deliver scalable, user-friendly solutions.

Qualifications

• Proven experience leading complex user-facing product initiatives.
• Ability to balance speed with stakeholder perspectives.
• Comfort solving ambiguous customer problems.
• Experience using qualitative and quantitative data for decisions.
• Ability to communicate trade-offs and risks to leadership.
• AI agent and/or customer support experience is a strong plus.

Responsibilities

• Lead squad's product vision, strategy, development, and execution.
• Collaborate with design and engineering to build scalable, user-friendly products.
• Incorporate user research, market analysis, and feedback into requirements.
• Prioritize roadmap through iterative testing and experimentation.

Skills

Product strategy

Cross-functional collaboration

Customer problem solving

Data-driven decisions

Stakeholder communication

AI / customer support experience

Job description

Company Description

Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy employee, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

Company Description

Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy employee, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

What’s the role?

We are looking for a passionate product manager to help us improve the support that Etsy provides to our buyers and sellers. In particular, you would drive improving support resolution in order to provide customers with what they want at scale, as well as ensuring that our buyers and sellers both feel confident that Etsy has their back when things go wrong. This is a full‑time position reporting to the Director of Product.

What’s this team like at Etsy?

• This team works closely with our broader Customer Support organization to ensure outstanding buyer and seller service. Immediate focus areas of the group include driving support accessibility, increased reliability, and overall customer delight.
• You’ll work with a dedicated cross‑functional squad that includes engineering, design, research, analytics, and product marketing and be a core liaison to other product and operations partners.

What does the day‑to‑day look like?

• Lead all aspects of the squad’s product vision, strategy, development, and execution.
• Work closely and collaboratively with design and engineering, as well as business and product partners, to build products that are effective, scalable, and easy‑to‑use for buyers and sellers.
• Integrate user research, market analysis, and customer feedback into product requirements to ensure products satisfy customer needs, as well as wants.
• Prioritize product roadmap through continuous iteration, user research and analysis, and experimentation.
• Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.

Qualities that will help you thrive in this role are:

• Proven experience leading complex user‑facing product initiatives.
• Demonstrated track record of collaborating to ensure product strategy finds the right balance of moving fast and considering different perspectives.
• Passionate about solving ambiguous customer problems.
• Experience with using both qualitative and quantitative data to make product decisions and knowing when and how to balance data with intuition.
• Success sharing timelines, trade‑offs, and risks with a broad and senior leadership group.
• AI agent and/or customer support experience is a strong plus.

Compensation & Benefits

In addition to salary, you'll be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family. Base salary is determined by your location, skills, and experience. Etsy uses two geographic pay zones to reflect the labor markets where we compete for talent: one called Geo‑1, covering the New York City metropolitan area, San Francisco Bay Area, and Seattle metropolitan area, and one called Geo‑2, covering all other U.S. locations. Salary ranges for this role vary by zone and are listed below.

Location

We prioritize candidates based within commutable distance of Etsy’s Brooklyn Office. Depending on proximity, we ask team members to come in once or twice per week. Remote candidates outside commutable distance may be considered on a case‑by‑case basis, with the expectation of occasional travel to the office. Learn more details about our work modes and workplace safety policies here.

Salary Range

• Geo‑1: 195,000.00 - 263,000.00 USD Annual
• Geo‑2: 175,000.00 - 237,000.00 USD Annual

Our Promise

At Etsy, we believe that a diverse, equitable, and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, national origin, religion or creed, sex, pregnancy (including childbirth and related medical conditions), gender, gender identity or expression, sexual orientation, age, citizenship or immigration status, marital or familial status, physical or mental disability, medical condition, genetic information, military or veteran status**, or any other characteristic protected by applicable federal, state, or local law**. If, due to a disability, you need an accommodation during any part of the interview or hiring process, please let your recruiter know and we will work with you to meet your needs. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.