Staff Tooling & Platform Operations Manager

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

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.

We believe exceptional companies are built by exceptional teams, and we're intentional about it. That means hiring great people, setting them up for success from day one, and giving them real reasons to grow their careers here. We invest in development that goes beyond promotions, and we foster the trust and relationships that help people do their best work together.

What's the Role?

Etsy is seeking a Staff Tooling & Platform Operations Manager to join the Outsourced Services team. In this senior individual contributor role, you'll own strategic tooling initiatives that support Etsy's Customer Operations teams and outsourced partner network. You'll lead work from discovery through implementation and post-launch support, translating operational needs into clear requirements, scalable workflows, and measurable improvements for the teams who rely on our tools.

Partnering closely with the Director of Outsourced Technology & Tooling and teams across Product, Engineering, and Operations, you'll shape how tooling work is prioritized, planned, and delivered. You'll establish intake and execution processes, help define durable technical patterns and standards, and ensure our tools are reliable, efficient, and built for growth.

What's this team like at Etsy?

• The Outsourced Services team supports Etsy's Customer Operations organization and the external partners who help deliver customer support at scale.
• Our work sits at the intersection of operations and technology. We partner across Customer Support, Trust & Safety, Risk & Fraud, Quality, Enablement, Workforce Management, Partner Success, Product, Engineering, and Analytics to improve agent experience, operational efficiency, and customer outcomes.
• The environment is highly cross-functional and continually evolving. Success requires strong judgment, comfort with ambiguity, and the ability to create structure around complex operational problems.

What does the day-to-day look like?

• Own intake, prioritization, and requirements gathering for key Customer Operations tooling workflows, translating operational needs into clear requirements and implementation plans.
• Partner with Customer Support, Trust & Safety, Risk & Fraud, Quality, Enablement, Workforce Management, Partner Success, and BPO partners to identify recurring tooling friction, using agent feedback, quality signals, and operational data to prioritize improvements.
• Lead tooling initiatives from discovery through implementation and post-launch support in partnership with Product, Engineering, and other cross-functional teams, ensuring clear ownership, timelines, dependencies, risks, and communication.
• Partner with Product, Engineering, Analytics, and Operations on scalable tooling solutions and durable technical standards, connecting decisions to agent experience, operational efficiency, customer outcomes, and partner readiness.
• Build and maintain operating rhythms for tooling work, including roadmap tracking, prioritization routines, status updates, risk reviews, and launch checklists.
• Own documentation for tooling workflows, decision and escalation frameworks, launch plans, user guides, and operational playbooks.
• Support major launches, workflow changes, partner ramps, and holiday readiness by ensuring tooling requirements, documentation, user readiness, and support plans are clear before launch.
• Prepare clear, leadership-ready updates on tooling priorities, roadmap progress, risks, blockers, tradeoffs, and recommendations.
• 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:

• 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, scope definition, and requirements gathering through technical design, implementation, and post-launch support.
• The ability to operate independently as a senior individual contributor, influence without direct authority, and build trusted relationships with leaders and cross-functional teams.
• Strong program leadership skills, including the ability to define scope, clarify ownership, manage timelines and dependencies, identify risks, communicate tradeoffs, and drive follow-through.
• A proactive approach and clear communication with technical and non-technical audiences at all levels, including the ability to synthesize complex tooling issues and recommend a path forward.
• Strong systems thinking and problem-solving skills, connecting tooling and architecture decisions to agent experience, efficiency, quality, long-term scalability, and business outcomes.
• Experience working across functions such as Operations, Product, Engineering, Quality, Enablement, Analytics, Workforce Management, or vendor/BPO teams.
• Experience with agent-facing tools, outsourced operations, or Customer Support, Trust & Safety, Risk & Fraud, or marketplace environments is a plus. Experience building tooling roadmaps, intake processes, documentation systems, or executive-ready updates is also helpful.

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: 146,000.00 - 198,000.00 USD Annual
• Geo-2: 132,000.00 - 178,000.00 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.