Tooling & Platform Operations Manager

Position: Staff Tooling & Platform Operations Manager
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  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,…