Etsy is looking to solve the problem of ensuring a safe marketplace that buyers and sellers trust, and providing the support that sellers and buyers need, by developing and leading the tooling strategy across Customer Support & Services and Trust and Safety.
Requirements
- Proven track record of defining and driving successful product strategies
- Proven ability to leverage data, analytics and user research to define product strategy
- Demonstrated experience in finding the right balance of moving fast and considering different perspectives
- Excellent written and oral communication skills in order to advocate for the team and to keep cross-functional partners informed
- Passionate about building safe and delightful experiences for members
- A strong belief in Etsy’s vision, mission and values
- Experience with LLMs, content review, and workforce management tools
Responsibilities
- Lead all aspects of the team’s strategy, prioritization, and delivery
- Work closely and collaboratively with design, analytics and engineering, as well as business and product partners, to build products that are effective, scalable, and easy-to-use for sellers and agents
- Prioritize product roadmaps through continuous iteration, user research and analysis, and experimentation
- Own and define the long-term product vision and strategy for Customer Operations tooling and infrastructure, aligning it with the broader company goals and evolving business needs
- Set the strategy and priorities and keep the squad focused on the agreed goals
- Deliver results aligned to those goals, setting clear expectations and ensuring the squad understands what they need to deliver
- Collaborate with senior cross functional leaders, including engineering, operations, design, and analytics
Other
- Must be based in the United States
- Candidates living within commutable distance of Etsy’s Brooklyn Office Hub or in the San Francisco Bay Area may be the first to be considered
- Etsy requires in-office attendance once or twice per week depending on proximity to the office
- Must have empathy for end users and care about their safety and support experience on Etsy
- Must be eligible for an equity package, an annual performance bonus, and competitive benefits
