Senior Product Manager, Support Integrations

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 develop and lead a team to deliver on the product strategy for internal systems, integrations, and tools at Etsy. This currently includes the Zendesk platform integration, associated agent tools, and the data infrastructure that powers all these support experiences. We’re excited for you to tackle improving these systems for better customer and business outcomes. Going forward, there are significant opportunities to take on greater scope within Etsy’s broader Marketplace Services organization which also includes Trust & Safety, Payments, and Fulfillment. 

As a Senior Product Manager, you’ll be responsible for delivering products that optimize the systems that power our support experiences for both buyers and sellers. You’ll do this in collaboration with partners in engineering, design, data science, research, marketing, and customer support. Are you energized by working on expansive and technical product experiences centered around helping customers, both internal and external? If so, this could be the perfect match!

This is a full-time position reporting to the Group Product Manager 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!

This is a more technical product role that will require you to work very closely with engineering, data science, and other product teams. You’ll also have key partners across Etsy’s Marketplace Services organization including Member Services, Trust and Safety, and Fulfillment.

We’ve made big strides in drastically improving the support experience through our product work and have plans to continue to expand and invest in our support integrations, systems, and agent tooling over the next few years. Exciting upcoming work includes unlocking everything that our Zendesk integration has to offer and building out our long term product strategy for agent tooling. 

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 our support integrations and systems 
• 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.
• Research and build a strategy of what integrations and systems we need to deliver on a human, effortless Etsy support experience for the long term, including an understanding of what third party solutions exist in the marketplace. 
• 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:

• 5+ years of product management experience. Ideally you also have experience in the support space, solving complex technical problems, and an understanding of what third party solutions for support experiences are available. 
• 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.