Program Manager, Etsy
$91-119k
1-2 days a week in office (Brooklyn, New York)
eCommerce platform for handcrafted goods
Job no longer available
eCommerce platform for handcrafted goods
1001+ employees
Job no longer available
$91-119k
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
- 3-5 years of demonstrated ability 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. The ability to distill complex information and interact with the leadership team and cross-functional partners
- Adept at influencing outcomes and people without direct reporting lines
- Ability to maintain order, focus, and calm in times of uncertainty and changing priorities. Exhibit strong critical problem-solving abilities in ambiguous scenarios. You are hyper-focused on the solution and work with your partners to optimize for end results
- Successful record of solving complex technology and consumer-facing problems, is a huge plus
- A background with data analytics and/or financial analysis is a plus
What the job involves
- Etsy is seeking a Program Manager to join our Customer Support & Services (CSS) organization
- As a key member of the lean and productive Program Management team within CSS, you will use the CX expertise and outsourcing capabilities within Etsy to lead high-priority and high-impact initiatives that further the organization’s medium and long-term goals in timely, impactful, and sustainable ways
- You will be a trusted thought partner to senior leadership
- You will 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
- We are passionate about delivering exceptional customer service and outstanding outsourcing solutions for Etsy
- We are first-principles thinkers and agile problem solvers who lead strategic cross-functional initiatives for this organization. You will help refine the team’s strategic direction and operational cadence
- We collaborate with a diverse group of partners across Product, Engineering, Analytics, Research, Design, Operations, and Outsourcing to build our support organization as a continuously improving entity that delivers outstanding experiences to Etsy’s sellers and buyers
- We lead key program launches through uncertainty and complexity, following a governance model that prioritizes effective decision-making and clear communication at every stage
- We seek to function with transparency, operational rigor, and objectivity, always ensuring that our work champions top-line company goals
- Lead cross-functional high-priority programs that directly ladder up to CSS objectives and big bets. Use 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. Act as an ambassador for the broader ecosystem of partner teams (within and outside CSS)
- Build 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
- Amidst resource constraints, facilitate critical tradeoff decisions on behalf of CSS leadership across operations and technology initiatives
- Facilitate the preparation and delivery of monthly and quarterly business reviews, senior leadership communications, program lookbacks, and blameless post-mortems
- Build systems and org-wide operating rhythms that maintain tight feedback loops between our internal teams, thereby enabling CSS 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
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. The recent hike in transaction fees and the introduction of mandatory marketing fees for artists with high turnovers has created significant discontent amongst sellers. Etsy must reconcile these issues to ensure artists continue to operate on the same scale within the platform. It plans to attract shoppers with its message of extraordinary, handmade and affordable products.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
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 values
- We commit to our craft - Our work has the power to change lives. That’s why we strive to learn continuously and excel at what we do
- We minimize waste - Time, resources, and energy are precious, so we focus only on what will have the greatest impact
- We embrace differences - Diverse teams are stronger, and inclusive cultures are more resilient. When we seek out different perspectives, we make better decisions and build better products
- We dig deeper - The best solutions to meaningful challenges are rarely easy or obvious. We stay curious, balance our intuition with insights, and decide with confidence
- We lead with optimism - We believe in our mission, and we believe in each other. We see the world as it is, set ambitious goals, and inspire one another with generosity of spirit. Together, we reimagine what is possible
Company HQ
Downtown Brooklyn, NY
Articles
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.
People progressing
Became the Director of International Strategy and Operations after a year and 2 months as a senior manager in the division. After nearly 5 years in that role, they became Director of Marketing and International Strategy & Operations, and six months after that was promoted to Senior Director in that same department.
Salary benchmarks
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Diversity, Equity & Inclusion at Etsy
- Diversity is a priority at Etsy, owned by everyone:
- A diverse workforce is critical to Etsy’s success—it makes us a stronger, better, more resilient and more relevant company. We have an inclusive culture and each of us actively creates opportunities for underrepresented groups to join, thrive and advance at Etsy
- We welcome all perspectives:
- As individuals, we invite a variety of viewpoints and experiences—especially when they conflict with our own. We encourage questions more than statements, and provide a safe environment in which all employees can surface and discuss concerns
- We measure and share openly:
- We contribute to broader progress by evaluating, iterating and transparently communicating our successes and failures internally and externally
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