Staff Tooling & Platform Operations Manager

• The Outsourced Services team supports Etsy's Customer Operations organization and the external partners who help deliver customer support at scale.
• Our work sits at the intersection of operations and technology. We partner across Customer Support, Trust & Safety, Risk & Fraud, Quality, Enablement, Workforce Management, Partner Success, Product, Engineering, and Analytics to improve agent experience, operational efficiency, and customer outcomes.
• The environment is highly cross-functional and continually evolving. Success requires strong judgment, comfort with ambiguity, and the ability to create structure around complex operational problems.

• Own intake, prioritization, and requirements gathering for key Customer Operations tooling workflows, translating operational needs into clear requirements and implementation plans.
• Partner with Customer Support, Trust & Safety, Risk & Fraud, Quality, Enablement, Workforce Management, Partner Success, and BPO partners to identify recurring tooling friction, using agent feedback, quality signals, and operational data to prioritize improvements.
• Lead tooling initiatives from discovery through implementation and post-launch support in partnership with Product, Engineering, and other cross-functional teams, ensuring clear ownership, timelines, dependencies, risks, and communication.
• Partner with Product, Engineering, Analytics, and Operations on scalable tooling solutions and durable technical standards, connecting decisions to agent experience, operational efficiency, customer outcomes, and partner readiness.
• Build and maintain operating rhythms for tooling work, including roadmap tracking, prioritization routines, status updates, risk reviews, and launch checklists.
• Own documentation for tooling workflows, decision and escalation frameworks, launch plans, user guides, and operational playbooks.
• Support major launches, workflow changes, partner ramps, and holiday readiness by ensuring tooling requirements, documentation, user readiness, and support plans are clear before launch.
• Prepare clear, leadership-ready updates on tooling priorities, roadmap progress, risks, blockers, tradeoffs, and recommendations.
• 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.

• Significant experience in tooling operations, business operations, customer operations technology, program management, systems operations, product operations, or a related field.
• A track record of leading complex, cross-functional tooling initiatives across the full lifecycle, from discovery, scope definition, and requirements gathering through technical design, implementation, and post-launch support.
• The ability to operate independently as a senior individual contributor, influence without direct authority, and build trusted relationships with leaders and cross-functional teams.
• Strong program leadership skills, including the ability to define scope, clarify ownership, manage timelines and dependencies, identify risks, communicate tradeoffs, and drive follow-through.
• A proactive approach and clear communication with technical and non-technical audiences at all levels, including the ability to synthesize complex tooling issues and recommend a path forward.
• Strong systems thinking and problem-solving skills, connecting tooling and architecture decisions to agent experience, efficiency, quality, long-term scalability, and business outcomes.
• Experience working across functions such as Operations, Product, Engineering, Quality, Enablement, Analytics, Workforce Management, or vendor/BPO teams.
• Experience with agent-facing tools, outsourced operations, or Customer Support, Trust & Safety, Risk & Fraud, or marketplace environments is a plus. Experience building tooling roadmaps, intake processes, documentation systems, or executive-ready updates is also helpful.

• Geo-1: 146,000.00 - 198,000.00 USD Annual
• Geo-2: 132,000.00 - 178,000.00 USD Annual

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 and is committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, national origin, religion or creed, sex, pregnancy (including childbirth and related medical conditions), gender, gender identity or expression, sexual orientation, age, citizenship or immigration status, marital or familial status, physical or mental disability, medical condition, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. If, due to a disability, you need an accommodation during any part of the interview or hiring process, please let your recruiter know and we will work with you to meet your needs. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.