Staff Product Manager, Customer Support 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? We are looking for a passionate product manager to help us improve the support that Etsy provides to our buyers and sellers. In particular, you would drive improving support resolution in order to provide customers with what they want at scale, as well as ensuring that our buyers and sellers both feel confident that Etsy has their back when things go wrong. This is a full-time position reporting to the Director of Product. What’s this team like at Etsy? This team works closely with our broader Customer Support organization to ensure outstanding buyer and seller service. Immediate focus areas of the group include driving support accessibility, increased reliability, and overall customer delight. You’ll work with a dedicated cross-functional squad that includes engineering, design, research, analytics, and product marketing and be a core liaison to other product and operations partners. What does the day-to-day look like? Lead all aspects of the squad’s product vision, strategy, development, and execution. Work closely and collaboratively with design and engineering, as well as business and product partners, to build products that are effective, scalable, and easy-to-use for buyers and sellers. Integrate user research, market analysis, and customer feedback into product requirements to ensure products satisfy customer needs, as well as wants. Prioritize product roadmap through continuous iteration, user research and analysis, and experimentation. 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: Proven experience leading complex user-facing product initiatives. Demonstrated track record of collaborating to ensure product strategy finds the right balance of moving fast and considering different perspectives. Passionate about solving ambiguous customer problems. Experience with using both qualitative and quantitative data to make product decisions and knowing when and how to balance data with intuition. Success sharing timelines, trade-offs, and risks with a broad and senior leadership group. AI agent and/or customer support experience is a strong plus. Compensation & Benefits In addition to salary, you'll be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family. Base salary is determined by your location, skills, and experience. Etsy uses two geographic pay zones to reflect the labor markets where we compete for talent: one called Geo-1, covering the New York City metropolitan area, San Francisco Bay Area, and Seattle metropolitan area, and one called Geo-2, covering all other U.S. locations. Salary ranges for this role vary by zone and are listed below. Location We prioritize candidates based within commutable distance of Etsy’s Brooklyn Office. Depending on proximity, we ask team members to come in once or twice per week. Remote candidates outside commutable distance may be considered on a case-by-case basis,