Operational Readiness Manager, Customer Support

Etsy is a global marketplace for unique and creative goods that connects entrepreneurs with buyers. The Operational Readiness Manager serves as the operational link between external business changes and internal support readiness, coordinating incident response, preparing support teams for product and policy launches, monitoring operational health, and improving support processes.

Responsibilities:

• 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 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

Requirements:

• 4+ years of experience in Customer Operations, Product Operations, or a high-level Support role
• Proficiency in using NLP or sentiment analysis tools to generate actionable insights for leadership and cross-functional partners
• Strong ability to lead cross-functional projects, managing internal Support execution while maintaining alignment with broader company goals
• Outstanding interpersonal skills, with a focus on translating product changes into simple, operational instructions for a global agent workforce
• A "calm and steady" approach to problem-solving during fast paced technical incidents
• Provide deep subject matter expertise across the org, maintain synchronization with Product and Marketing launches, and contribute to the improvement of First Touch Resolution (FTR) and Total Resolution Time (TRT) through proactive operational readiness
• You may be required to travel to Etsy's offices or to our outsourced partner sites, as driven by team priorities and business needs
• We prioritize candidates based within commutable distance of Etsy's Brooklyn Office. Depending on proximity, we ask team members to come in once or twice per week. Remote candidates outside commutable distance may be considered on a case-by-case basis, with the expectation of occasional travel to the office