Senior Program Manager, Etsy
Customer Operations
$134-174k
1-2 days a week in office (Brooklyn, New York)
eCommerce platform for handcrafted goods
Posted today
eCommerce platform for handcrafted goods
1001+ employees
Posted today
$134-174k
1-2 days a week in office (Brooklyn, New York)
1001+ employees
Company mission
To keep human connection at the heart of commerce.
Role
Who you 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
What the job involves
- 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
- 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 our competitive benefits that support you and your family as part of your total rewards package at Etsy
- The Customer Operations (CO) org is focused on delivering exceptional customer experiences to Etsy's sellers & buyers. CO brings together customer support, shipping, 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. As a key member of this team, you will help refine the team's strategic direction and operational cadence
- This team collaborates with a diverse group of partners across Product, Engineering, Analytics, Research, Design and Operations to build our organization as a continuously improving entity that is able to deliver highly delightful and reliable experiences to Etsy’s sellers & buyers
- We manage key program launches through uncertainty & complexity, following a governance model that prioritizes effective decision-making & clear communication at every stage. We seek to function with transparency, operational rigor and objectivity, always ensuring that our work is aligned with top-line company goals
- 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
Application process
- If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about
Our take
Created as an alternative to more corporate eCommerce sites, Etsy is a peer-to-peer (P2P) website where users buy and sell handmade crafts, vintage items, art and photography. The online marketplace works similarly to Amazon and eBay, only with an emphasis on unique items rather than mass-produced merchandise.
Since its IPO in 2015, it has managed to hold its own in an increasingly competitive eCommerce industry, including from Amazon's handmade section that launched in 2015. Further, by providing sellers with ownership over pricing and branding, the site is attractive for those wanting to set up a business on an established platform.
However, the seller-side of Etsy is not without problems. A hike in transaction fees and the introduction of mandatory marketing fees for artists with high turnovers created significant discontent amongst sellers. Despite this, Etsy continues to connect artists and consumers, attracting shoppers with its message of extraordinary, handmade and affordable products.
Freddie
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
May 2012
$40m
LATE VC
Aug 2010
$20m
SERIES E
Total funding: $91.7m
Company benefits
- Equity (offers vary by country)
- Performance bonuses
- Paid gender neutral parental leave
- Adoption and family planning
- Back-up care
- Volunteer time off
- Donation matching
- Employee resource groups
- Global virtual events
- Employer paid health benefits
- Fitness benefits
- Wellness programming
- Mental health benefits
- 401K matching/Pension contributions
Company HQ
Downtown Brooklyn, NY
Leadership
Josh Silverman
(CEO)Previously senior executive at eBay, CEO of Shopping.com, CEO of Skype and President of Consumer Products & Services at American Express.
Salary benchmarks
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