Senior Program Manager, Customer Operations

What’s the role?

Etsy is seeking a Senior Program Manager to join our Customer Operations (CO) organization. As a key member of the lean and productive Program Management team within CO, you will be responsible for leveraging the expertise of Etsy's ops teams to lead high-priority and high-impact initiatives that further the company’s medium & long term goals in timely, impactful and sustainable ways. Apart from being a trusted thought partner to senior ops leadership, you will also collaborate with other organizations to drive internal efficiency, operational excellence and an improved customer experience.

What does the day-to-day look like?

Lead cross-functional high-priority programs that directly ladder up to CO objectives and big bets. Through your strong analytical & program management skills, you will accelerate the delivery of these important and/or urgent initiatives, enabling our org to stay on track to deliver its quarterly goals.

Develop the strategy, objectives, prioritization and roadmap for the project/program you own and act as an ambassador for them to the broader ecosystem of partner teams (within and outside CO)

Create and maintain standards of collaboration and optimization of information flows for the program (what are the program’s objectives, why is it important, and when-where-how do we meet, communicate & decide). You define collaborators (and RACIs when relevant) and make sure that all collaborating teams are set up for success.

Communicate initiative status, progress & roadblocks to key collaborators proactively and at the right time intervals

Facilitate critical tradeoff decisions on behalf of CO leadership across operations and technology initiatives

Facilitate preparation and delivery of monthly / quarterly business reviews, senior leadership comms, program look-backs and blameless post-mortems.

Create systems and org-wide operating rhythms that maintain tight feedback loops between our internal teams, thereby enabling CO to consistently over-deliver on impact and CX milestones.

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 tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.

Qualities that will help you thrive in this role are:

Have 5-7 years of experience in business operations, corporate strategy, consulting, or a related field. Prior experience within a technology organization, dedicated to creative problem solving and owning strategic projects is required.

A strong collaborator who knows how to drive decision-making. Knows when and how to balance data with intuition, and thoughtfulness with agility

Excellent verbal and written communication skills with a proven track record to distill complex information and interact with the leadership team 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

Exhibit strong critical problem solving ability in scenarios of ambiguity and changing priorities. You are hyper-focussed on the solution and work with your stakeholders to optimize for end results.

Successful track record of solving complex technology and consumer-facing problems, is a huge plus

Use data to sharpen your thinking and support your analysis. A background in, or familiarity with data analytics and/or financial analysis is a plus but not necessary.