Senior Program Manager, Customer Operations

Etsy
United States
Workplace: HybridFull timeUSD 134,000 - 174,000 annuallyFunction: Program & Project Management (PMO)Experience: 5-7 yearsSkills: ["Collaboration","Decision-making","Communication","Influencing","Problem-solving"]

Lead cross-functional, high-priority customer operations programs within the Customer Operations organization. Own strategy, objectives, prioritization, and roadmaps for initiatives, establish collaboration standards and operating rhythms, and drive effective governance. Use analytics to accelerate delivery of urgent and strategic initiatives, communicate progress and roadblocks to stakeholders, and facilitate business reviews and post-mortems to improve customer experience.

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FursaFursa
Etsy
Etsy
6 days ago

Senior Program Manager, Customer Operations

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Last checked: 12 hours agoStatus: Live

Job Summary

Lead cross-functional, high-priority customer operations programs within the Customer Operations organization. Own strategy, objectives, prioritization, and roadmaps for initiatives, establish collaboration standards and operating rhythms, and drive effective governance. Use analytics to accelerate delivery of urgent and strategic initiatives, communicate progress and roadblocks to stakeholders, and facilitate business reviews and post-mortems to improve customer experience.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Mid level

Key Responsibilities

  • •Lead cross-functional high-priority programs that ladder up to Customer Operations objectives and quarterly goals.
  • •Develop strategy, objectives, prioritization, and roadmaps for owned projects/programs, serving as an ambassador to partner teams.
  • •Create and maintain collaboration standards and information-flow governance (objectives, decision-making, and communication cadence).
  • •Communicate initiative status, progress, and roadblocks to key collaborators at appropriate intervals.
  • •Facilitate tradeoff decisions and support monthly/quarterly business reviews, program look-backs, and blameless post-mortems.

Pay and Benefits

Salary: USD 134,000 - 174,000 annually
Equity and Bonus:Equity

Key Requirements

  • •5–7 years of experience in business operations, corporate strategy, consulting, or a related field.
  • •Prior experience within a technology organization, including owning strategic projects and solving complex problems.
  • •Strong collaboration skills with the ability to drive decision-making and balance data with intuition.
  • •Excellent verbal and written communication skills with proven ability to distill complex information for leadership and partners.
  • •Ability to influence outcomes without reporting lines and to stay calm, focused, and effective during ambiguity and changing priorities.
Experience:5-7 years
Skills:CollaborationDecision-makingCommunicationInfluencingProblem-solving

Company Brief

Etsy
Operates a global online marketplace focused on handmade, vintage, and unique goods, connecting independent sellers with buyers and providing tools for listing, payment processing, shipping, and shop management.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Brooklyn, New York, United States
Founded: 2005
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn