Operational Readiness Manager, Customer Support

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.

The Operational Readiness Manager (ORM) serves as the operational link between external business changes and internal support readiness. As a deep internal subject matter authority within the Support Operations pillar, you are dedicated to ensuring that Etsy’s support ecosystem is prepared to launch key product improvements. In this role, you will identify operational friction points before they impact customers and coordinate the support organization's response to site incidents and product changes.

Your goal is to ensure that our support operations are highly responsive, agile, and fully aligned with the strategic direction set by the company.

This is a full-time position reporting to the Senior Manager, Support Operations.

• Serve as a key Support partner in launch planning, ensuring that our support implementation is synchronized with go-to-market plans and providing Support data as an input for sentiment reporting.

• Translate product and policy launches into actionable instructions for the support organization, ensuring both human and automated support agents have the essential context and tools to handle customer questions and feedback.

• Implement monitoring for new launches, providing real-time operational health data to help refine messaging and support tactics.

• Coordinate the internal Support response to technical incidents, providing timely alerts, approved workarounds, and status updates.

• Monitor key operational health metrics (SLA, resolution speed, and contact volume) during service disruptions, calling out critical trends to Support leadership.

• Participate in post-mortem analyses for support-impacting incidents, ensuring root causes are identified and operational processes are improved to prevent future recurrence.

• Go beyond root-cause identification to recommend concrete operational changes coming out of incidents, aligning the people who need to implement them, and tracking whether repeat contact rates or customer concerns actually change

• Build and maintain clear workflows, documentation, and agent-facing resources that are ready before the next incident — not created reactively during one

• Partner with the Human Support pillar update agent-facing documentation and quality standards to reflect new operational workflows.

• Collaborate with the Automated Support team to identify frequent issues that can be moved from human support to self-service channels based on sentiment data.

• Maintain deep product knowledge to provide relevant commentary on the "why" behind support trends, sharing that knowledge across the Customer Support team.

• Identify process gaps or inefficiencies in the support operating model across pillars and detailing proposed solutions — not just flagging the issue but proposing the fix and measuring its impact.

• 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…