Senior Product Design Manager, Customer Resolutions

What’s the role?

The Customer Resolutions product team ensures that every Etsy purchase experience is representative of our trusted brand. We craft integrated customer experiences that bridge our buyer, seller, and internal teams and work on a wide range of projects to support our vision. Example tracks of work include: anticipating buyer experience issues and proactively offering a resolution, improving workflows that lead to frequent customer support issues, and creating a vision for internal agent tooling that enables our platform to be more safe, compliant, and secure. We are looking for a Sr. Product Design Manager to lead this team in setting experience strategy, furthering our customer-centric design practices, and helping our team to grow at scale.

This is a full-time position reporting to the Product Design Director. For this role, we are considering candidates based in the United States of America 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 product design management like at Etsy?

Typically, product design managers at Etsy partner with product management and engineering to lead teams focused on a common customer outcome and managing the product designers on that team. As a Product Design team, we’re a close-knit group who places a priority on our healthy team culture. In particular, we value:

• Expressing feedback with kindness and candor

• A tolerance for ambiguity and healthy curiosity

• Using quantitative & qualitative insights to drive design decisions

• Motivation, optimism, quality, and integrity

What does the day-to-day look like?

• Manage product designers by mentoring and creating growth opportunities for those on your team

• Collaborate with Product and Engineering team leads to craft the vision, strategy, and operations of your initiatives

• Ensure we are building the right products for our customers, and help teams take the best near-term steps toward their long-term vision

• Advocate for our customer, and guide teams to deliver comprehensive, on-brand experiences by using our design system

• Lead regular design reviews, critiques, and ideation sessions for your teams 

• Facilitate continuous learning and improvement for the product design team and its members

• Recruit and hire outstanding design talent and facilitate onboarding of those new amazing designers

• Work with Design Leadership to shape our teams’ culture, processes, tools

• 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.

Senior Product Design Manager at Etsy means you have a track record of:

• You have a track record of leading design strategy for complex initiatives and growing design leaders

• You lead through ambiguity, making use of your soft skills to persuade and build alignment with senior leaders around a vision and approach

• You use holistic thinking to identify customer experience opportunities that create impact across the organization

• You’re an experienced design leader who can help shape our design management practices and are sought out as a mentor by other design leaders

• You incorporate advancements in the field of product design to shape the skills and practices of our team

Qualities that will help you thrive in this role are:

• Effective articulation of ideas and design solutions

• Expressing feedback with kindness and candor

• Tolerance for ambiguity and healthy curiosity

• Translation of quantitative & qualitative insights into design decisions

• Contribution to our culture: motivation, optimism, quality, integrity