Program Manager, Customer Operations

Company Overview

Etsy operates a worldwide marketplace centered on distinctive and handmade goods. The company develops and scales products, tools, and systems that help millions of sellers and buyers connect globally. Team members at Etsy and Depop work on meaningful, complex, large-scale challenges alongside motivated colleagues while contributing to the company’s mission of keeping commerce human.

Role Summary

Etsy is hiring a Program Manager for its Customer Operations organization. In this role, you will work within a focused program management team to drive high-priority initiatives that support medium- and long-term business goals in a timely, effective, and sustainable way. You will serve as a strategic partner to senior operations leaders and work closely with cross-functional teams to improve operational efficiency and the customer experience.

This is a full-time position reporting to the Senior Manager, Program Management. The role includes eligibility for an equity package, an annual performance bonus, and benefits as part of Etsy’s total rewards package.

The position is based in Brooklyn, NY and requires working from Etsy’s Brooklyn office one to two times per week, depending on how close the candidate lives to the office. Candidates who live within a commutable distance of the Brooklyn office hub may be prioritized.

Team Overview

The Customer Operations organization is responsible for delivering strong experiences for Etsy’s sellers and buyers. It includes customer support, fulfillment, trust and safety, risk and fraud, outsourcing, and international operations. The program management function works across these areas to lead strategic initiatives and support a culture of continuous improvement. The team partners with Product, Engineering, Analytics, Research, Design, and Operations to deliver reliable, high-quality customer experiences. It manages important launches through complexity and uncertainty using a governance approach built around clear communication, effective decision-making, transparency, rigor, and objectivity.

What You’ll Do

• Own and drive cross-functional, high-priority programs that support Customer Operations objectives and major business priorities.
• Shape the strategy, goals, prioritization, and roadmap for programs you manage, and represent them across partner teams inside and outside Customer Operations.
• Establish strong collaboration practices and information-sharing routines for the program, including defining objectives, communication rhythms, decision-making processes, and accountability structures such as RACIs where needed.
• Keep stakeholders updated on progress, risks, and blockers at the right time and with clear context.
• Lead tradeoff discussions for Customer Operations leadership across operations and technology initiatives.
• Help prepare and present monthly and quarterly business reviews, senior leadership updates, program retrospectives, and blameless postmortems.
• Build operating rhythms and systems that create tight feedback loops across internal teams and improve delivery against impact and customer experience milestones.
• Take on additional responsibilities as needed, since duties may evolve over time at Etsy’s discretion and in line with applicable local law.

What Makes You a Strong Fit

• You bring at least 3 years of experience in business operations, corporate strategy, consulting, or a similar field.
• You have worked in a technology environment and have experience owning strategic problem-solving work.
• You are a strong partner who can move decisions forward and knows how to balance data, judgment, and speed.
• You communicate clearly in writing and speaking, including when simplifying complex topics for leaders and cross-functional stakeholders.
• You can influence outcomes without direct reporting authority and stay composed when priorities change or information is incomplete.
• You are a strong critical thinker who stays focused on solutions and works collaboratively to improve results.
• You have successfully addressed complex technology or consumer-facing problems; this is considered a strong advantage.
• You use data to strengthen your thinking and analysis, and familiarity with analytics or financial analysis is helpful but not mandatory.

Compensation and Benefits

The posted salary range for this position is USD 107,000 to USD 139,000 per year. In addition to base pay, the role is eligible for equity, an annual bonus, and Etsy’s benefits package.

Additional Information

Applicants are invited to submit a resume, and may also include a cover letter if they choose. Etsy encourages candidates to share their individuality and background rather than trying to fit a template.

Equal Opportunity and Accommodation

Etsy promotes a diverse, equitable, and inclusive workplace and welcomes applicants from all backgrounds, ages, abilities, and experiences. The company is an equal opportunity employer and does not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected characteristic. Candidates who need an accommodation during the application or interview process due to a disability should inform their recruiter.

Visa Support

Etsy may offer visa sponsorship, though availability can be limited depending on the role and required skills.