Senior Product Manager, Member Support Experience

Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect entrepreneurs with buyers around the world. Etsy, Inc.'s 'house of brands' portfolio has expanded to now include four individually distinct ecommerce brands -- Etsy, fashion resale marketplace Depop, musical instrument marketplace Reverb, and Brazil-based handmade goods marketplace Elo7. As an Etsy employee, you'll tackle unique problems alongside talented coworkers committed to Keeping Commerce Human. We're large enough that you'll focus on meaningful, complex challenges, but small enough that you can make a rewarding impact.

We are looking for Senior Product Manager to lead a team and build the product strategy for Etsy’s buyer support experience. This includes traditional support experiences like live chat and text support, and also the experiences that enable Etsy sellers to provide support to their customers.

As the Senior Product Manager you will be responsible for delivering products and experiences that support buyers in the moments that matter in collaboration with your partners in engineering, design, data science, research, marketing, and customer support. Do you find happiness in working on expansive product experiences centered around helping customers? If so, this could be the perfect match.

What’s this team like at Etsy?

The Support Product Initiative builds and maintains experiences that help all Etsy customers quickly resolve issues through intuitive self-service tools and human, real support experiences. We work for Etsy buyers, sellers, and internal operations customers on our Member Services team. In other words, we help people help people!

You’ll work closely with engineering, design, data science, research, and marketing. You’ll also have key partners across Etsy’s Marketplace Services organization including Member Services, Trust and Safety, and Fulfillment.

We’ve made some big changes to the post-purchase experience and have plans to continue to improve all things a buyer might need when something goes wrong with an order. Exciting upcoming work includes modernizing Etsy’s dispute system, bringing mobile support to buyers, and improving the experience that enables sellers to provide excellent customer service.

What does the day-to-day look like?

• Work closely and collaboratively with a cross-functional team of business partners, engineers, designers, researchers, and data scientists to make meaningful and impactful improvements to the buyer support experience on Etsy.
• Lead all aspects of the squad’s product vision, strategy, development, and execution.
• Prioritize the product roadmap through continuous iteration, user research and analysis, and experimentation where appropriate.
• Discover and build an understanding of what buyers expect from an Etsy support experience to inform the future of support on Etsy.

Qualities that will help you thrive in this role are:

• 5+ years of product management experience. Bonus if experience is in the support space!
• Consistent track record of collaborating and building trust to ensure product strategy and execution finds the right balance of delivering on business impact and considering multiple team member perspectives.
• Success sharing goals and timelines with a close operational partner.
• Passionate about solving both internal and external customer problems.
• Experience with using both qualitative and quantitative data to make product decisions, and knowing when and how to balance data with intuition.
• A strong belief in Etsy’s vision, mission and values.

If you're interested in joining the team at Etsy, please send a cover letter and resume telling us why you'd be right for the position. As you've hopefully 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 write to us and tell us what you're all about.

At Etsy, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and privileges of employment. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skillsets.

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. For candidates who will work remotely from Colorado, visit this link for information related to Colorado's Equal Pay for Equal Work Act.