Investigator, Operational Excellence at Etsy in New York, NY

Job description

Company Description 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 employee, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human. We believe exceptional companies are built by exceptional teams, and we're intentional about it. That means hiring great people, setting them up for success from day one, and giving them real reasons to grow their careers here. We invest in development that goes beyond promotions, and we foster the trust and relationships that help people do their best work together. What’s the role? As an Investigator, Operational Excellence, you play a key role in improving how Etsy’s Risk & Fraud operations work day to day and over time. This role combines deep operational knowledge, fraud investigation experience, and process improvement work. You’ll use insights from complex casework, quality trends, operational metrics, and frontline feedback to identify where our workflows, tooling, documentation, and training can be stronger. You’ll then help turn those insights into practical improvements that make the broader organization more effective. You’ll own and drive scoped operational excellence programs, such as quality assurance, business process improvement, documentation, training, or workflow design. You’ll also partner closely with investigators, managers, and cross-functional teams to ensure operational learnings lead to clearer processes, better controls, and more consistent outcomes. This is a full-time position reporting to the Sr Manager, Operations, Account Integrity & Security. What’s this team like at Etsy? Our Risk & Fraud organization is structured into four areas of focus: Account Integrity and Security, Merchant Risk, Transaction Fraud, and Marketplace Fraud. While we operate as one connected Risk & Fraud team, this role sits within Account Integrity and Security, where we focus on protecting Etsy accounts from compromise and abuse. This team works to prevent account takeovers, enforce platform policies, and safeguard the trust and safety of our marketplace by strengthening identity signals, clustering related accounts, and ensuring the overall integrity of user accounts. What does the day-to-day look like? Drive the strategy and execution for a defined operational excellence area, such as Quality Assurance, business process improvement, documentation, training, or workflow optimization. Lead complex fraud investigations and provide subject matter expertise on difficult or sensitive cases. Analyze fraud trends, QA findings, operational metrics, and investigator feedback to identify root causes and recommend durable improvements. Translate operational insights into updates to workflows, playbooks, reporting, training materials, and enforcement guidance. Partner with Product, Engineering, Analytics, Policy, and Operations stakeholders to represent operational needs during product, policy, tooling, or process changes. Support the design and rollout of process improvements and help measure whether those changes improve quality, efficiency, or investigator effectiveness. Mentor and upskill investigators through calibrations, documentation, training, and day-to-day coaching. 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: 3+ years of fraud operations, risk operations, trust and safety, or related experience, with a strong track record of handling complex investigations. Experience leading operational excellence initiatives such as QA, training, knowledge m