Program Manager, Customer Operations

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 Inc. employee, whether a team member of Etsy or Depop, you will tackle unique, meaningful, and large‑scale problems alongside passionate coworkers, all the while making a rewarding impact and keeping commerce human.

We are seeking a Program Manager to join our Customer Operations (CO) organization. In this full‑time role you will report to the Senior Manager, Program Management and will lead high‑priority, high‑impact initiatives that further Etsy’s medium‑ and long‑term goals in a timely, impactful and sustainable way. You will be a trusted thought partner to senior ops leadership and collaborate across functions to drive internal efficiency, operational excellence and an improved customer experience.

• Lead cross‑functional high‑priority programs that directly ladder up to CO objectives and big bets.
• Develop the strategy, objectives, prioritization and roadmap for the program you own and act as its ambassador to the broader ecosystem of partner teams.
• Create and maintain standards of collaboration and optimize information flows for the program (defining objectives, importance, and optimal communication and decision structure).
• Define collaborators and, when relevant, RACIs, ensuring all teams are set up for success.
• Communicate initiative status, progress and roadblocks to key collaborators proactively and on agreed intervals.
• Facilitate critical trade‑off decisions on behalf of CO leadership across operations and technology initiatives.
• Prepare and deliver monthly/quarterly business reviews, senior leadership communications, program look‑backs and blameless post‑mortems.
• Create systems and organization‑wide operating rhythms that maintain tight feedback loops between internal teams, enabling CO to consistently over‑deliver on impact and customer‑experience milestones.

• 3+ years of experience in business operations, corporate strategy, consulting, or a related field.
• Experience with in a technology organization, dedicated to creative problem solving and owning strategic projects.
• Strong collaborator who can drive decision‑making.
• Ability to balance data with intuition, thoughtfulness with agility.
• Excellent verbal and written communication skills with a proven track record of distilling complex information for leadership and cross‑functional partners.
• Adept at influencing outcomes and people without reporting lines.
• Ability to maintain order, focus and calm in times of ambiguity and changing priorities.
• Strong critical problem‑solving ability in ambiguous and dynamic environments.
• Hyper‑focused on solution delivery and collaborative optimization of end results.
• Track record of solving complex technology and consumer‑facing problems is a huge plus.
• Use data to sharpen thinking and support analysis.
• Background in or familiarity with data analytics and/or financial analysis is a plus but not required.

Salary Range: $ – $. Eligible for an equity package, an annual performance bonus, and competitive benefits that support you and your family as part of the total rewards package. The position requires periodic presence at Etsy’s Brooklyn Office.

Etsy is a proud equal‑employment‑opportunity workplace. We encourage people from all backgrounds, ages, abilities, and experiences to apply. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status, or any other characteristic protected by applicable law. If you need an accommodation during the application or interview process due to a disability, please let your recruiter know.