Support Operations Readiness Lead

Etsy; New York (NY); Hybrid; USD 96,000 - 144,000; Full time

Benefits offered by this job

Equity package

Annual performance bonus

Job summary

Etsy is seeking an Operational Readiness Manager to bridge external product changes with internal support readiness. You will identify friction points before they affect customers and coordinate the support response to incidents and product launches.

The role requires enabling agile, scalable support aligned with Etsy's strategic direction. As a close partner to Product, Marketing, and Support, you will translate launches into actionable instructions for global agents, monitor health metrics,

Qualifications

• 4+ years of experience in Customer Operations, Product Operations, or a high-level Support role.
• Proficiency in using NLP or sentiment analysis tools to generate actionable insights for leadership and cross-functional partners.
• Strong ability to lead cross-functional projects, managing internal Support execution while maintaining alignment with broader company goals.

Responsibilities

• Coordinate internal Support response to technical incidents with timely alerts and approved workarounds.
• Monitor key operational health metrics during service disruptions and report trends to Support leadership.
• Participate in post-mortem analyses to identify root causes and improve processes for future incidents.
• Propose concrete operational changes based on incident learnings and track impact on repeat contacts.
• Develop and maintain clear workflows and agent-facing resources ahead of next incidents.
• Collaborate with Human Support to update agent documentation and quality standards.
• Work with Automated Support to move common issues to self-service when appropriate.
• Maintain deep product knowledge to explain the 'why' behind support trends across the team.

Skills

Customer Operations

NLP / Sentiment analysis

Cross-functional leadership

Interpersonal communication

Incident response

Tools

NLP tools

Sentiment analysis platforms

Job description

Etsy is seeking an Operational Readiness Manager to bridge external product changes with internal support readiness. You will identify friction points before they affect customers and coordinate the support response to incidents and product launches.

The role requires enabling agile, scalable support aligned with Etsy's strategic direction. As a close partner to Product, Marketing, and Support, you will translate launches into actionable instructions for global agents, monitor health metrics,