Staff TechOps Manager, Etsy
$134-174k
+ Equity + annual performance bonus
More information about location
1-2 days a week in office
eCommerce platform for handcrafted goods
Be an early applicant
eCommerce platform for handcrafted goods
1001+ employees
Be an early applicant
$134-174k
+ Equity + annual performance bonus
More information about location
1-2 days a week in office
1001+ employees
Company mission
To keep human connection at the heart of commerce.
Role
Who you are
- Experience with CX platforms (e.g., Zendesk, Assembled, Qualtrics, Reforged) and complex system configuration at scale
- Experience designing, supporting, or maintaining API-based integrations, middleware workflows, or connected business systems
- Proven ability to use automation, GenAI, and systems design to solve operational problems in pragmatic and scalable ways
- Comfort owning work across the full solution lifecycle, from discovery and design through testing, rollout, documentation, and change management
- Deep technical judgment, including the ability to balance short-term operational needs with long-term scalability and maintainability
- Comfortable working cross-functionally and influencing without direct authority
- Able to translate technical concepts into actionable insights and recommendations for diverse stakeholders
- Proactive, detail-oriented, and able to navigate ambiguity, complexity, and evolving priorities
- Takes initiative and drives work forward in a fast-paced environment
What the job involves
- The Technical Operations CX team manages and optimizes the tools that power our customer and agent experience. We focus on building scalable, efficient systems that enable high-quality support for Etsy’s global community of buyers and sellers
- We work closely with Customer Operations, Product, Research, Engineering, and Analytics teams, balancing day-to-day system excellence with forward-looking innovation - especially in areas like automation and AI. The team values curiosity, collaboration, and a strong sense of ownership
- System Architecture & Strategy: Lead the long-term technical roadmap for the CX ecosystem (Zendesk, Assembled, Qualtrics), defining scalable architecture patterns, integration strategy, and platform standards across tools and workflows
- Platform Engineering & Administration: Own and optimize CX platforms, including complex workflows, automations, permissions, business rules, and reporting frameworks, with a focus on scalability, maintainability, and operational resilience
- GenAI Orchestration: Design and deploy advanced AI strategies, moving beyond simple chatbots to LLM-powered agent copilots, automated sentiment analysis, and self-healing support workflows
- Automation & Technical Innovation: Evaluate, pilot, and implement automation and GenAI solutions that improve agent efficiency, reduce manual work, and enhance customer interactions
- Integration Engineering: Architect robust middleware and API integrations between CX tools and internal Etsy systems to enable reliable data flows and a more complete view of the customer journey
- Systems Reliability & Data Flow Management: Configure, maintain, and improve integrations across CX tools and internal systems, ensuring performance, resilience, and data quality at scale
- Lifecycle Management: Lead the end-to-end SDLC for CX tooling, including environment management, sandbox strategy, version control for triggers and automations, and rigorous UAT/QA protocols
- Technical Program Execution: Execute system enhancements end-to-end, including technical design, testing, documentation, rollout, and enablement
- Data Strategy & Governance: Partner with Analytics to design telemetry frameworks that measure system health, automation ROI, tooling performance, and the impact of technical debt
- Cross-Functional Technical Influence: Act as a primary technical consultant for Product, Engineering, and Operations leaders, translating operational bottlenecks into prioritized technical requirements and scalable solutions
- Continuous Improvement: Monitor system performance, troubleshoot complex issues, and identify opportunities to improve workflows, architecture, and tooling
- 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
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.
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