Operations Specialist, Chatbot Analytics

What’s the role?

Etsy is looking for an Operations Specialist to help us elevate our chatbot capabilities and enhance the experience for members on Etsy.com and beyond. In this role you will become well versed in Chatbot success metrics such as automation, resolution and bot satisfaction rates (BAST) while also creating and maintaining dashboards to report on these metrics.

This is a full-time position reporting to the Senior Manager, Chatbot Optimization & Development. 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?

• Partners with Product Support Experience, Etsy Service and Engineering teams to provide input on the vision, goals, and roadmap for our chatbot program.

• Identify topics or automations actions to take on behalf of Etsy members and partner with Engineering, Product Experience to prioritize and implement.

• Work closely with Engineering, Product, and Operations teams to design, build, and deploy new chatbot features and functionalities.

• Inform Support Operation Managers, Analytics and Work Force Management on the Chatbot team’s roadmap, expansion plans and updates that will impact volume and/or staffing.

• Collaborate with the Conversation Designers to analyze key performance indicators (e.g., BSAT, resolution rate, automation rate) and develop data-driven sprint plans to continuously improve chatbot efficiency.

What does the day-to-day look like?

• Build, maintain and monitor chatbot success metrics within the Ulitmate.ai platform and Etsy’s data analytics platform Looker.

• Report, prepare, and present daily, weekly and monthly metrics across the team and CX operations, including presentations such as monthly and quarterly business reviews.

• Partner with Conversation Designer to review and create action plans for low performing conversation flows, decreased resolutions and automations, to assist in advising the overall chatbot experience strategy.

• Partner with Analytics and Product Insights to calculate the impact expanding the chatbot to additional countries, Etsy’s Buyer and Seller apps, self-service automations and product launches, has on volume forecast and staffing.

• 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:

• Proven technical competence with the ability to learn new reporting platforms and data analysis systems with low effort.

• Strong analytical skills with a background in customer experience analysis.

• Skilled in documenting project objectives and results.

• Strong organizational skills for balancing multiple priorities.

• Enjoy challenging conventional methods when problem solving.

• A collaborative spirit that encourages knowledge sharing and supports team success.

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