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 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?
We’re looking for a highly skilled and hands-on Technology Operations CX Manager to support and evolve our customer operations systems and workflows, and to serve as the technical cornerstone of our outsourcing technology ecosystem. In this role, you won't just manage tools; you will architect a high-scale, automated service environment. You will be responsible for the strategic design of our CX stack, leveraging GenAI orchestration, API-first integrations, and predictive analytics to drive operational excellence across our outsourcing and support tech stack.

You’ll partner closely with cross-functional teams to translate business needs into scalable system solutions, ensuring our tools are reliable, efficient, and built for growth.

This is a full-time position reporting to the Senior Director, Outsourcing. 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 and optimizes the tools that power our customer and agent experience. We focus on building scalable, efficient systems that enable high-quality support for Etsy’s global community of buyers and sellers.
We work closely with Customer Operations, Product, Research, Engineering, and Analytics teams, balancing day-to-day system excellence with forward-looking innovation - especially in areas like automation and AI. The team values curiosity, collaboration, and a strong sense of ownership.

What does the day-to-day look like?

• System Architecture & Strategy: Lead the long-term technical roadmap for the CX ecosystem (Zendesk, Assembled, Qualtrics), ensuring global scalability and multi-instance synchronization. Administer and optimize CX platforms, including workflows, automations, and reporting

• GenAI Orchestration: Design and deploy advanced AI strategies, moving beyond simple chatbots to LLM-powered agent copilots, automated sentiment analysis, and self-healing support workflows. Evaluate and implement automation and GenAI solutions to enhance agent productivity and customer interactions

• Integration Engineering: Architect robust middleware and API integrations between CX tools and internal Etsy data warehouses to ensure a 360-degree view of the customer. Configure and maintain integrations across CX tools and internal systems, ensuring reliable data flows and performance

• Lifecycle Management: Own the end-to-end SDLC for CX tooling, including environment management (Sandboxes), version control for triggers/automations, and rigorous UAT/QA protocols. Partner with cross-functional teams to gather requirements and translate them into scalable system improvements

• Data Strategy & Governance: Partner with Analytics to design telemetry frameworks that measure system health, ROI of automations, and the impact of technical debt. Execute system enhancements end-to-end, including testing, documentation, rollout, and training

• Cross-Functional Influence: Act as a primary technical consultant for Product and Engineering leaders, translating complex operational bottlenecks into prioritized technical requirements. Monitor system performance, troubleshoot issues, and identify opportunities to improve workflows and tooling

• 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 Expertise: Strong experience with CX platforms (e.g., Zendesk, Assembled, Qualtrics) and system configuration at scale

• Operational Mindset: Ability to design efficient workflows and improve processes through data and automation

• Curiosity for AI & Innovation: Interest in applying GenAI and emerging technologies to real CX challenges

• Collaborative Approach: Comfortable working cross-functionally and influencing without direct authority

• Problem-Solving Skills: Proactive, detail-oriented, and able to navigate complex systems and issues

• Clear Communication: Able to translate technical concepts into actionable insights for diverse stakeholders

• Ownership & Accountability: Takes initiative and drives work forward in a fast-paced, evolving environment

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, or any other characteristic protected by applicable law. If, due to a disability, you need an accommodation during any part of the application or interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.