Manager, Outsourced Tooling Delivery and Reliability

Company Description Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy employee, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human. We believe exceptional companies are built by exceptional teams, and we're intentional about it. That means hiring great people, setting them up for success from day one, and giving them real reasons to grow their careers here. We invest in development that goes beyond promotions, and we foster the trust and relationships that help people do their best work together. What’s the Role? We’re looking for a Manager, Outsourced Tooling Delivery and Reliability to lead the team that implements and supports the tools used by Etsy’s internal and outsourced Customer Operations teams. This is a hands-on people leadership role focused on delivering changes safely, keeping tools reliable, and helping agents continue their work when systems fail. You’ll lead technical specialists responsible for configuring, testing, launching, and maintaining agent-facing tools and workflows. You’ll establish clear practices for intake, technical review, releases, incident response, and backup coverage. You’ll be responsible for related access operations and controls so agents have the right permissions and changes can be audited. This team is also responsible for vendor management, liaisoning directly with technology vendors on contracts, roadmaps, and regular business as usual requests. You’ll partner with Support, Enforcement, Product, Engineering, Automation, IT, Security, and our technology vendors to turn agreed upon business priorities into dependable solutions. Success in this role means fewer recurring disruptions, faster recovery when issues arise, and tooling changes that work well for agents from launch onward. This is a full-time position reporting to the Director, Outsourced Technology and Tooling. What’s this team like at Etsy? The Outsourced Technology & Tooling team enables Etsy's internal and outsourced teams to deliver fast, reliable and high quality customer and enforcement outcomes. This team focuses on third party tooling platform governance, agent workflow optimization, incident response and business continuity, operational readiness and reliability, scalable access controls, and vendor management. We work closely with Customer Operations, Product, Engineering, and Analytics teams to balance day-to-day systems excellence with forward looking strategic investment in our technical layer, especially in areas like automation and AI. The team values curiosity, collaboration, domain expertise, and a strong sense of ownership. What does the day-to-day look like? • Lead the team: Set priorities, coach and develop team members, review technical work, and build backup coverage across critical tools and processes. • Vendor management: Supervise team’s technology vendor operating rhythm and contract renewals, ensuring business continuity and that Etsy is receiving appropriate attention and value within these relationships. • Deliver technology and tooling changes: Oversee configuration, workflows, automations, permissions, implementation, and tool integrations from technical design through testing, rollout, documentation, and post-launch support. • Protect operational continuity: Lead the tooling response to incidents and outages. Establish escalation paths, workarounds, recovery procedures, and follow-up actions that reduce repeat issues and agent downtime. • Run a clear intake and delivery process: Triage requests and bugs, assess operational impact and capacity, and give stakeholders clear commitments and status updates. • Maintain access controls: Oversee provisioning workflows and audit evidence for supported tools to ensure compliance with security standards. • Improve how the tools operate together: Work with Support and Enforcement leads, Product, Engineering, Automation, Enablement, and vendors to identify dependencies, test changes across systems, and resolve recurring friction for agents. • Measure and improve reliability: Use incident trends, access performance, change defects, and agent feedback to prioritize preventive fixes, automation, and documentation. • 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 • Experience managing and developing a technical operations, platform administration, or tooling delivery team. • Strong working knowledge of complex agent-facing platforms such as Zendesk and connected workforce, knowledge, or quality tools (e.g. Assembled, Sierra, Guru, Rippit, etc). Experience with every tool in our stack is not required. • Proven experience in software vendor management and contract negotiations. • Sound technical judgment about system configuration, APIs and integrations, access controls, and the operational effects of a change across connected tools. • Experience with incident response, release testing, change management, and business continuity for tools used in live operations. • Ability to make practical trade-offs between urgent support, planned delivery, control requirements, and longer-term reliability. • Clear communication with vendor, technical, and operational partners, including the ability to assign ownership and drive resolution across team boundaries. • A coaching mindset and a habit of turning recurring issues into stronger processes, documentation, and team capability. • Ability to travel up to 20% of the time to Outsourced Partner Sites Internationally Compensation & Be