Internal Tools Manager

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 Inc. employee, whether a team member of Etsy, Reverb, or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

What’s the role?

This is a full-time position reporting to the Manager, Internal Tools.

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. 

This role requires your presence in Etsy’s Mexico City office once or twice per week depending on your proximity to the office. Candidates living within commutable distance of our Mexico City office or in Guadalajara may be the first to be considered. Learn more details about our work modes and workplace safety policies here.

What’s this team like at Etsy?

The Internal Tools team handles, recommends, and reports on tools that impact the agent experience. The team ensures tools are seamlessly integrated and maintained to meet our agent support needs. Their ultimate goal is to drive agent efficiency and ease of use when supporting our buyers and sellers.

What does the day-to-day look like?

• Tool and System Expertise: Develop a deep understanding of Etsy's internal tool ecosystem, including Workday, Monday.com, JIRA and Etsy's native support suite.

• Innovative Technology: Evaluate and pilot emerging technologies to find opportunities for improving agent support and enforcement workflows through internal development or third-party solutions.

• Agent Assist Optimization: Analyze agent assist performance and metrics, reporting on opportunities for improvement. Partner with Enablement and third party vendor to implement solutions, enhance efficiency, and increase quality.

• Technical Support: Provide technical support, troubleshooting issues related to internal tools and systems. Raise issues to engineering as needed and chip in to finding solutions.

• Data Analysis and Reporting: Gather and analyze data related to tool usage, agent performance, and system efficiency. Create reports and dashboards to supervise key metrics and identify trends.

• 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:

• Technical Competence: Have a strong foundation in technical concepts and systems, always ready to learn and adjust to new technologies.

• GenAI Knowledge: Possess a solid understanding of Generative AI technologies and their potential applications in customer support and operational efficiency.

• Project Management Skills: Optimally handle projects, from initiation to completion, including defining scope, handling timelines, and coordinating sources.

• Communication and Collaboration: Communicate clearly and concisely with both technical and non-technical audiences. Build strong relationships and collaborate effectively with cross-functional teams.

• Data Analysis: Collect, analyze, and interpret data to identify trends, advise decision-making, and measure the effectiveness of tools and processes.

• Adaptability and Agility: Thrive in a fast-paced environment and readily adapt to new priorities, processes, and tooling

Additional Information

What's Next
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. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about.

Our Promise
At Etsy, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.