Hybrid (in-office presence required once or twice per week)
4+ years in customer operations
Nlp or sentiment analysis tools proficiency
Incident management coordination
Etsy is seeking an Operational Readiness Manager for their Customer Support team in Brooklyn, NY, to ensure that the support organization is prepared for product and marketing launches. The ideal candidate should have over four years of experience in customer or product operations and possess strong communication and problem-solving skills
Job Summary
This role serves as the operational link between external business changes and internal support readiness to ensure the ecosystem is prepared for key milestones.
The position requires coordinating internal support responses to technical incidents while monitoring key operational health metrics like SLA and resolution speed.
Candidates must possess strong communication skills to translate complex product changes into simple, actionable instructions for a global workforce of over 600 agents.
Matching Summary
Match Score: 85
Etsy is seeking an Operational Readiness Manager for their Customer Support team in Brooklyn, NY, to ensure that the support organization is prepared for product and marketing launches. The ideal candidate should have over four years of experience in customer or product operations and possess strong communication and problem-solving skills.
Salary
Base: $107,000.00 - $139,000.00; Bonus/Equity: Annual performance bonus and equity package eligible; Benefits: Competitive benefits supporting family included
Skills & Requirements
Must-have
4+ years in Customer Operations
NLP or sentiment analysis tools proficiency
Incident management coordination
Cross-functional stakeholder management
Product launch readiness execution
Nice-to-have
Calm and steady problem-solving approach
Deep product knowledge expertise
Proactive operational improvement mindset
Global agent workforce communication skills
Key Requirements
4+ years experience in Customer Operations or Support
Proficiency with NLP or sentiment analysis tools
Ability to manage high-pressure technical incidents