Etsy

Senior Product Design Manager, Customer Resolution

Etsy

April 24, 2021

Company Description
Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect entrepreneurs with buyers around the world. As an Etsy employee, you’ll tackle unique problems alongside talented coworkers committed to Keeping Commerce Human. We're large enough that you'll focus on meaningful, complex challenges, but small enough that you can make a rewarding impact.
Job Description

What’s the role?

The Customer Resolutions product team ensures that every Etsy purchase experience is representative of our trusted brand. We craft holistic customer experiences that bridge our buyer, seller, and internal teams and work on a wide range of projects to support our vision. Example tracks of work include: anticipating buyer experience issues and proactively offering a resolution, improving workflows that lead to frequent customer support issues, and creating a vision for internal agent tooling that enables our platform to be more safe, compliant, and secure. We are looking for a Sr. Product Design Manager to lead this team in setting experience strategy, furthering our customer-centric design practices, and helping our team to grow at scale.
What’s product design management like at Etsy?
Typically, product design managers at Etsy partner with product management and engineering to lead teams focused on a common customer outcome and managing the product designers on that team.
Day to day, it looks like:

  • Manage product designers by mentoring and creating growth opportunities for those on your team

  • Partner with Product and Engineering team leads to shape the vision, strategy, and operations of your initiatives

  • Ensure we are building the right products for our customers, and help teams take the best near-term steps toward their long-term vision

  • Advocate for our customer, and guide teams to deliver holistic, on-brand experiences by using our design system

  • Lead regular design reviews, critiques, and ideation sessions for your teams

  • Facilitate continuous learning and improvement for the product design team and its members

  • Recruit and hire outstanding design talent and facilitate onboarding of those new awesome designers

  • Partner with our Design Systems team to evolve the components and styles for our internal tooling needs

  • Work with Design Leadership to shape our teams’ culture, processes, tools

Many Etsy roles are open to remote candidates, and you'll be able to identify which ones within the location header of each job description. For candidates who will work remotely from Colorado, visit this link for information related to Colorado's Equal Pay for Equal Work Act.
Qualifications

Sr. Product Design Manager
level at Etsy means:
  • You have a track record of leading design strategy for complex initiatives and growing design leaders
  • You lead through ambiguity, making use of your soft skills to persuade and build alignment with senior leaders around a vision and approach
  • You use holistic thinking to identify customer experience opportunities that create impact across the organization
  • You’re an experienced design leader who can help shape our design management practices and are sought out as a mentor by other design leaders
  • You incorporate advancements in the field of product design to shape the skills and practices of our team

Qualities we value in design leaders:
  • Effective articulation of ideas and design solutions
  • Expressing feedback with kindness and candor
  • Tolerance for ambiguity and healthy curiosity
  • Translation of quantitative & qualitative insights into design decisions
  • Contribution to our culture: motivation, optimism, quality, integrity

Interested in applying? See our tips for interviewing for a design role at Etsy.
Please note: If you are expressing interest by applying to one Product Designer role, your application will automatically be considered for all open positions at that level. Please do not apply to roles at the same level. We have you covered!
Additional Information

What's Next

If you're interested in joining the team at Etsy, please send a cover letter and resume telling us why you'd be right for the position. As you’ve hopefully 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 write to us and tell us what you’re all about.
Our Promise
At Etsy, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and privileges of employment. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skillsets.