Staff Product Manager, Customer Ops Tooling

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 Inc. employee , whether a team member of Etsy or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

Salary Range:

What’s the role?

The Customer Operations Product Management team ensures Etsy is a safe marketplace that buyers and sellers trust and provides the support our sellers and buyers need. We have tooling needs that span content review of policy violative content and adversarial actors, using LLMs to reduce our agent review time and improve review quality and using 3P tools for workforce management and quality assurance.

We are looking for a passionate, technical and strategic Product Manager to develop and lead the tooling strategy across Customer Support & Services and Trust and Safety. They will improve the accuracy and consistency of our support and enforcement decisions by reimagining our tooling such that it empowers review agents. The Staff PM in Customer Ops Tooling will lead their squad in the next generation of agent tooling at Etsy!

This is a full-time position reporting to the Head of Customer Operations Product,. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy.

For this role, we are considering candidates based in the United States. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub or in the San Francisco Bay Area may be the first to be considered. For candidates within commutable distance, Etsy requires in-office attendance once or twice per week depending on your proximity to the office. Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more details about our work modes and workplace safety policies here .

What’s this team like at Etsy?

• The Agent Enablement Experience team develops internal tools to make accurate review decisions when content or users infringe our policies and to provide high quality support when sellers or buyers contact Etsy.

• The complexity of the tooling space has increased and the PM will have to collaborate with senior cross functional leaders, including engineering, operations, design, and analytics.

• You will own and define the long-term product vision and strategy for Customer Operations tooling and infrastructure, aligning it with the broader company goals and evolving business needs.

• As the PM, you are responsible for setting the strategy and priorities and keeping your squad focused on the agreed goals. You are accountable for delivering results aligned to those goals, setting clear expectations and ensuring your squad understands what they need to deliver.

• You have empathy for our end users and care about their safety and support experience on Etsy.

• The engineering team is located in Ireland and the US, with product, design and operations located in the US, Ireland and Mexico.

What does the day-to-day look like?

• Lead all aspects of the team’s strategy, prioritization, and delivery.

• Work closely and collaboratively with design, analytics and engineering, as well as business and product partners, to build products that are effective, scalable, and easy-to-use for sellers and agents.

• Prioritize product roadmaps through continuous iteration, user research and analysis, and experimentation.

• 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:

• Proven track record of defining and driving successful product strategies

• Proven ability to leverage data, analytics and user research to define product strategy

• Demonstrated experience in finding the right balance of moving fast and considering different perspectives.

• Excellent written and oral communication skills in order to advocate for your team and to keep cross-functional partners informed;

• Passionate about building safe and delightful experiences for our members.

• A strong belief in Etsy’s vision, mission and values.