What’s the role?

Etsy is seeking a Senior 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. 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 India remotely. Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more about our Flex and Office-based work modes and workplace safety policies here.

What’s this team like at Etsy?

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 and clear communication at every stage. We seek to function with transparency, rigor, and objectivity, always ensuring that our work champions top-line company goals.

What does the day-to-day look like?

• Lead cross-functional high-priority programs that directly ladder up to CSS objectives and big bets. Using 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 meaningful, 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.

Qualities that will help you thrive in this role are:

• 5-8 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. 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

• The ability to work Monday to Friday - 2:30 PM to 10:30 PM IST.