Sr. Manager, Buyer Labs and Product Insights


March 31, 2021

Brooklyn, NY 11201, US

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
The Member Services team is Etsy’s customer support organization, responsible for delivering effortless, human support to buyers and sellers. We are looking for a high-impact leader with deep expertise in customer experience or marketing to lead a team responsible for buyer support insights and innovation.
As the Sr. Manager of Buyer Support Labs and Product Insights, you’ll be the primary Member Services point of contact for Buyer-focused teams at Etsy. Do you have a history of improving the customer experience by sharing feedback, trends, and sentiment, or by testing into new service offerings? If so, this might be a great match.
This is a full-time position located (eventually) in Brooklyn, reporting to the Sr. Director of Buyer Services. We offer flexible workplace policies that can accommodate work from home candidates who are comfortable traveling to an office location 2-3 times per week.
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.
About the Role
In this role you will:
  • Represent the Buyer experience and support perspective throughout the product lifecycle by being an active partner during product ideation, prototype, launch, and iteration.
  • Aggregate and report on customer response to product experiments and launches, policy changes, and documented bugs; understand the health and quality of Etsy’s Buyer-facing products and services.
  • Advocate for a better customer experience by regularly reporting on top customer product requests and issues.
  • Identify strategic opportunities for Support, Product, and Marketing to work together to improve the end-to-end buyer experience, bringing buyers back to Etsy more often.
  • Be responsible for the Buyer Services testing and innovation roadmap, working closely with the Value Generation Program Manager and other partners to develop, launch, and scale servicing offerings to level-up the support experience and drive Buyer lifetime value.
  • Keep Buyer Services informed of the company roadmap at the appropriate level, giving them a comprehensive and real-time view of active and upcoming work that may impact Buyer Services.
  • 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.


About You

Ideally you'll bring:
  • 7+ years experience in customer support / experience or marketing
  • Experience working with Product teams
  • Proven success leading and motivating teams
  • Extraordinary communication and interpersonal skills, with the ability to influence multiple partners at various levels and subject areas and to cultivate relationships
  • Ability to be an upbeat and vocal advocate for member experience, even when faced with complicated roadblocks to overcome or change
  • Shown success navigating ambiguity, working in white space, and using a test and learn approach
  • Comfort gathering and utilizing data to make decisions and influence others
  • Appreciation for support operations and an understanding of how to manage through the challenges of the environment
  • Ability to work with a high level of autonomy
  • Experience and comfortability with SQL a plus
  • MBA a plus
  • A trust in and commitment to Etsy’s vision, mission and values

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.