Director of Outsourced Technology and Tooling Job New York New York USA,IT/Tech

Location: New York

Etsy is the global marketplace for unique and creative goods.

Salary Range: $ - $.

Role Overview

Director of Outsourced Technology and Tooling position in the Outsourced Services team. This leadership role guides the vision, strategy, and multi‑year roadmap for the technology ecosystem powering outsourced operations and frontline support experiences. The role unifies technology operations and internal workflow tooling under one end‑to‑end strategy, shaping a cohesive tech stack across agent‑facing platforms, automation, and access governance systems.

Key Responsibilities

Unify the outsourced technology strategy by connecting workflows, tooling, and governance into one coherent system.

Partner closely with Product, Engineering and Operations to transform frontline workflows into scalable technology solutions that improve agent effectiveness and customer outcomes.

Optimize performance across systems such as Zendesk, Assembled, Qualtrics, and MaestroQA while building stronger integration points with internal data systems.

Establish robust governance across system access, roles and compliance audits to keep the BPO environment secure and auditable.

Lead build‑versus‑buy decisions, negotiate vendor renewals and champion automation tools that improve quality without compromising trust.

Develop a team of managers and specialists, setting clear ownership and execution rigor, and fostering a culture focused on systems thinking and measurable business outcomes.

Translate operational friction into a clear technology agenda and manage strategic investments that boost buyer and seller satisfaction.

Key Roadmap Priorities

Routing improvements and chatbot handoffs.
AutoQA and LLM‑enabled workflows.
Vendor management and renewal processes.

Qualifications

12+ years of experience in technology operations, product operations, customer operations, or systems strategy, including leading complex cross‑functional initiatives.
5+ years of managing people, mentoring managers, and leading teams through growth.
Experience defining strategy for agent‑facing or customer support technology ecosystems, including case management, workforce tools or access systems.
History of partnering with Product and Engineering teams to shape platform roadmaps and influence resource prioritization.
Familiarity with outsourcing environments, BPO dynamics, marketplace support or AI‑enabled support tooling.
Strong analytical proficiency and ability to translate technical systems and operational complexity into clear narratives for leadership.

Benefits

Competitive salary range of $ – $.
Equity package and annual performance bonus.
Comprehensive benefits that support employees and families.
Remote work options with expectation of in‑office attendance once or twice per week for candidates within commutable distance of the Brooklyn office.
Visa sponsorship is supported when applicable.

Equal Employment Opportunity

Etsy is proud to be an equal opportunity workplace. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is 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 have a disability and need an accommodation during any stage of the application or interview process, please let your recruiter know.

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