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Etsy about 2 years ago
location: remoteus
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Senior Manager, Agent Tools & Systems

United States Open to Remote Category Engineering

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, Depop, or Elo7 – you’ll tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

Job Description

What’s the role?

We are looking for a senior manager to oversee our suite of customer support technology solutions.

As the Senior Manager, Support Tools & Systems you will be responsible for optimizing the tools that our customers and front-line agents rely on to resolve their issues. You will also help drive the roadmap for tooling development and ensure successful integration with our third-party tools. You will deliver a suite of tools that meet our evolving operational needs within our available resources. Do you find joy in improving the customer support experience to reduce effort and solve customer issues more efficiently? If so, this could be the perfect match.

The Partner Engagement team’s mission is to deliver a network for qualified, available and efficient partners to support our customers. The Support Tools & Systems sub-team owns contact quality and agent efficiency, using technology to drive faster customer resolutions.

This is a full-time position reporting to the Director, Partner Engagement and the base salary range will be 139,000 – 181,000 USD per year. 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 the United States who are either remote, flex, or office-based. Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more about our flexible work options and vaccination policy here.

What’s this team like at Etsy?

The Partner Engagement team’s mission is to deliver a network for qualified, available and efficient partners to support our customers. The Agent Tools & Systems sub-team owns agent efficiency, leveraging technology to drive faster customer resolutions.

What does the day-to-day look like?

  • Define methods and metrics for a tooling strategy that leads to a more effortless customer experience and increased systems agility, optimizing the return on our technology investments
  • Establish and maintain requirements for our tooling solutions, auditing our current suite and sourcing solutions to meet any gaps in existing needs
  • Lead all aspects of our third-party vendor relationships, leading budgets, contracts, and licensing and participating in ongoing business reviews
  • Liaison with Product and Engineering partners, acting as a consultant and thought partner for how to best structure our support systems at scale
  • Keep a pulse on industry standards and competitive trends to ensure our tools are “best in class” and positively impacting our metrics
  • Build, lead and mentor a team of technology operations and solutions experts
  • Work closely and collaboratively with the Member Services’ leadership group, advising on our overall strategy and roadmap
  • 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.

Qualifications

Qualities that will help you thrive in this role are:

  • 7+ years of people management
  • Proven track record in tools & systems management
  • Ability to influence multiple partners at various levels and subject areas
  • Experience with external vendor relationship management, contract and large-scale budget management
  • Successful track record of leading in a highly cross-functional, ambiguous environment
  • Success leading and developing technology solutions
  • Ability to gather and use data to make decisions and share insights back to the business
  • Zendesk Admin Certification a plus
  • Familiarity navigating and updating legacy HTML, CSS, JavaScript, PHP, and SQL a plus

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 iniduality 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 erse, 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 and is an affirmative action employer. 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.

For U.S. roles only:

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. We’re open to remote hires from all U.S. states except Hawaii and Alaska.