Program Manager, Customer Operations

Salary Range
$107,000.00 - $139,000.00

What’s the role?
Etsy is seeking a 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‑term and 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.

This is a full‑time position reporting to the Senior Manager, Program Management. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and competitive benefits that support you and your family as part of your total rewards package at Etsy.

This role requires your presence in Etsy’s Brooklyn Office once or twice per week depending on your proximity to the office.

Team Overview
The Customer Operations (CO) org is focused on delivering exceptional customer experiences to Etsy’s sellers and buyers. CO brings together customer support, fulfillment, trust & safety, risk & fraud, outsourcing, and international operations under one roof and the Program Management team works across all of these functions to lead strategic cross‑functional initiatives.

Responsibilities

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 project/program you own and act as an ambassador for them to the broader ecosystem of partner teams.

Create and maintain standards of collaboration and optimization of information flows for the program—defining objectives, importance, and communication protocols.

Communicate initiative status, progress & roadblocks to key collaborators proactively.

Facilitate critical trade‑off decisions on behalf of CO leadership across operations and technology initiatives.

Facilitate preparation and delivery of monthly and quarterly business reviews, senior leadership communications, program look‑backs and blameless post‑mortems.

Create systems and org‑wide operating rhythms that maintain tight feedback loops between our internal teams.

Other tasks may arise as the role evolves or as needed by Etsy.

Qualifications

3+ years of experience in business operations, corporate strategy, consulting, or a related field.

Experience within a technology organization, dedicated to creative problem‑solving and owning strategic projects.

Strong collaborator who knows how to drive decision‑making and balance data with intuition.

Excellent verbal and written communication skills with a proven track record of distilling complex information to leadership and cross‑functional partners.

Adept at influencing outcomes and people without reporting lines—maintains order, focus, and calm in times of ambiguity and changing priorities.

Strong critical problem‑solving ability in scenarios of ambiguity and changing priorities.

Track record of solving complex technology and consumer‑facing problems.

Background in or familiarity with data analytics and/or financial analysis is a plus.

Equal Employment Opportunity
We are proud to be an equal‑opportunity workplace. Etsy encourages 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, due to a disability, you need an accommodation during any part of the application or interview process, please let your recruiter know. Visa sponsorship is available for certain roles.

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