Tech Ops 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.

Salary Range:

What’s the role?

Etsy is seeking a skilled and motivated Technical Operations CX Manager to be a key player in enhancing our customer support experience. In this role, you will be instrumental in optimizing our CRM workflows, integrating innovative GenAI tools, and leading projects that improve both agent efficiency and customer satisfaction.

This is a full-time position reporting to the Manager, TechOps CX. 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 Brooklyn Office once or twice per week depending on your proximity to the office. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub 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 Technical Operations CX team manages, recommends, and reports on tools that impact the member and agent experience. The team ensures tools are seamlessly integrated and maintained to meet our customer and 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?

• CRM Optimization & Automation: Assist in the design, implementation, and continuous improvement of workflows that empower agents and enhance customer interactions. You will audit and optimize CRM functionality, macros, tags, and triggers to optimize efficiency and ensure accurate reporting.

• GenAI Integration: Research, evaluate, and pilot new third party or native tools to automate agent workflows and redefine the support experience. Stay ahead of the curve on emerging AI technology trends to identify new opportunities for optimization.

• Process Improvement: Partner with Operations, WFM, Enablement, and Trust and Safety teams to analyze and streamline support processes, seeking opportunities for automation and increased efficiency.

• Project Leadership: Lead and participate in impactful initiatives that introduce new tools, upgrade platforms, and improve our overall tooling infrastructure. Build positive relationships with external vendors, ensuring detailed implementation and ongoing support. Participate in cross-functional projects to address complex customer support challenges.

• 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: Proven experience handling and optimizing CRM and ticket management systems, such as Zendesk, Salesforce or Freshworks. Comfortable working with workforce management tools like Assembled, Tymeshift, and Kronos.

• Process Optimization Expertise: A successful track record of applying data analyzing tools such as Looker to assess complicated workflows and implementing improvements that can measure impact.

• GenAI Advocate: A desire to research and learn about machine learning and large language model tools to transform customer support and the agent experience.

• Collaborative Spirit: A strong ability to work effectively with cross-functional teams, including engineering, product, and customer support.

• Communication Lead: Excellent interpersonal skills, both written and verbal, with the ability to explain nuanced technical concepts clearly and concisely.

• Creative Problem-Solving: A proactive approach to identifying and solving potential problems, ensuring a smooth and efficient user experience.

• Documentation Diligence: Dedication to maintaining clear and effective documentation to support knowledge sharing and collaboration.

• Growth Mindset: A passion for continuous learning and exploration of new technologies and integration solutions.

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.