Senior Business Operations & Program Manager (Customer Support)

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 Senior Business Operations & Program Manager to partner with the Senior Director of Customer Support and lead the cross-functional programs that matter most to Support. You will run the organization’s operating rhythm, support leaders across our automated support, human support, and support operations teams, and lead programs that improve resolution quality, customer trust, and operational maturity. This is a hands-on individual contributor role. You will be as comfortable building an agenda, tracking action items, and organizing a multi-day onsite as you are drafting a project overview or moving a program through a cross-functional dependency. You will work closely with partners across Product, Engineering, Analytics, Policy, Legal, Finance, and Customer Operations. This is a full time role reporting to the Senior Director, Customer Support. What’s this team like at Etsy? Customer Support is a global, customer-centered organization that helps buyers and sellers resolve problems, navigate Etsy, and build confidence in the marketplace. Our teams support customers across a wide range of moments, from everyday questions and order issues to complex, high-stakes situations that require expertise, empathy, and sound judgment. We combine people, processes, technology, and data to deliver support through both automated and human channels. We partner closely with Product, Engineering, Design, Research, and Analytics to make the customer experience clearer and more reliable, and to use what we learn from customers to improve Etsy upstream. We are investing in expanding our AI Support Agent across channels, stronger support for complex issues, and operating practices that help our teams deliver consistent, high-quality outcomes at scale. What does the day-to-day look like? Run the organization's operating cadence • Lead annual and quarterly planning, business reviews, leadership meetings, all-hands meetings, and in-person onsites, including the logistics that make them work. • Prepare agendas, pre-reads, and meeting notes, capture decisions, and make sure every follow-up has a clear owner and due date. • Draft leadership communications, decision memos, and the narrative for business reviews. • Maintain trackers and working documents that give a current view of Support’s priorities, risks, dependencies, capacity needs, and commitments across all three teams. • Improve recurring processes so leaders spend less time assembling information and more time making decisions. Lead large cross-functional programs • Own programs from problem definition through planning, execution, launch, and post-launch improvement. • Define program goals, scope, owners, measures of success, and decision processes. • Keep the details moving, including status updates, dependency tracking, and follow-up with partners. • Align priorities, resolve tradeoffs, and manage dependencies across partners without relying on formal authority. • Identify risks early, recommend practical mitigation plans, and raise decisions when needed. • Work with operational teams to establish baselines, measure impact, and adjust the approach based on data. Build operational maturity and execution rigor • Help the organization prepare for high-volume and high-risk periods, including peak season, incidents, and policy changes, by clarifying readiness plans, dependencies, decisions, and escalation paths. • Establish scalable ways of working through knowledge governance, change management, quality, and cross-functional planning. • Translate strategic priorities into practical roadmaps, operating mechanisms, and investment recommendations. • Reduce avoidable handoffs, repeated explanations, and dependence on informal processes. 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: • 6 to 10 years of experience in program management, business operations, strategy, chief-of-staff, consulting, or customer operations, including ownership of complex programs with multiple dependencies. • Willingness to roll up your sleeves. You take pride in the details, from a clean tracker to a well-run offsite, and you do not see operational and administrative work as beneath the role. • Strong written and verbal communication, with the ability to turn complex information into clear recommendations, decisions, and plans. • Excellent organization and follow-through. • Comfort working with metrics and imperfect information. You can establish a baseline, identify what matters, and use data to improve decisions. • Sound judgment with sensitive information and competing priorities, and comfort influencing without authority. • A practical, customer-centered approach and a bias toward making complex work clearer and more scalable. • Experience in a marketplace, customer support, or other operations-heavy environment is a plus. Compensation & Benefits In addition to salary, you'll be eligible fo