Senior Product Manager, Seller Support

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.

What’s the role?

We are looking for a Senior Product Manager to lead a team to build the product strategy for Etsy’s seller support experience. This includes traditional support experiences like live chat and phone support, as well as the experiences that enable Etsy sellers to be successful and provide support to their customers. We're excited to add someone who is passionate about small businesses and exceptional customer support to the team.

As the Senior Product Manager you will be responsible for delivering products and experiences that strengthen Etsy's relationship with sellers in collaboration with your partners in engineering, design, data science, research, marketing, and customer support. Are you motivated by working on expansive product experiences centered around helping customers? If so, this could be the perfect match!

This is a full-time position reporting to the Group Product Manager, Member Services and the base salary range will be 149,000 - 193,000 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 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 Seller Experiences. We’ve made big strides in drastically improving the seller support experience through our product work and have plans to continue to invest in support as a key part of driving seller trust in Etsy. Exciting upcoming work includes developing a long term seller support vision and expanding our support offerings onsite and into our new seller app.

What does the day-to-day look like?

• Work closely and collaboratively with a cross-functional team of business stakeholders, engineers, designers, researchers, and data scientists to make meaningful and impactful improvements to the seller 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 sellers expect from an Etsy support experience to inform the future of support on Etsy. 
• 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:

• 4+ 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. 

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 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.