Senior Business Operations – Program Manager, Customer Support

Etsy

. Run Customer Support’s operating cadence .

Posted 11/4/2026full-timeBrooklyn • New York • United StatesSenior💰 $129,000 - $175,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in program management and business operations, with a strong focus on cross-functional collaboration, data-driven decision-making, and effective communication. Proven ability to lead complex programs, establish scalable practices, and improve operational processes.

Highest-signal resume keywords

Program ManagementCross-Functional CollaborationData AnalysisStrategic PlanningCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program ManagementBusiness OperationsMetrics AnalysisRisk ManagementDecision-Making ProcessesChange ManagementProcess ImprovementProject TrackingGoal DefinitionOperational Planning

Soft Skills

Written CommunicationVerbal CommunicationOrganizationFollow-ThroughInfluencing Without Authority

Industry Keywords

Customer SupportMarketplaceOperations-Heavy EnvironmentLeadership MeetingsBusiness ReviewsKnowledge GovernanceCross-Functional PlanningStakeholder ManagementCapacity NeedsIncident Management

About the role

Key responsibilities & impact

Run Customer Support’s operating cadence
Lead annual and quarterly planning, business reviews, leadership meetings, all-hands meetings, and in-person offsites
Prepare agendas, pre-reads, meeting notes, leadership communications, decision memos, and business-review narratives
Capture decisions and assign follow-up owners and due dates
Maintain trackers and working documents covering priorities, risks, dependencies, capacity needs, and commitments
Improve recurring processes and operating mechanisms
Own large cross-functional programs from problem definition through planning, execution, launch, and post-launch improvement
Define program goals, scope, owners, success measures, and decision processes
Track status and dependencies, align priorities, resolve tradeoffs, and manage partner dependencies
Identify risks, recommend mitigation plans, and escalate decisions
Establish baselines, measure impact, and adjust approaches based on data
Prepare the organization for peak season, incidents, and policy changes
Establish scalable practices for knowledge governance, change management, quality, and cross-functional planning
Translate strategic priorities into roadmaps, operating mechanisms, and investment recommendations
Reduce avoidable handoffs, repeated explanations, and reliance on informal processes
Collaborate with Product, Engineering, Analytics, Policy, Legal, Finance, and Customer Operations
Report to the Senior Director, Customer Support

Requirements

What you’ll need

6 to 10 years of experience in program management, business operations, strategy, chief-of-staff, consulting, or customer operations, including ownership of complex programs with multiple dependencies
Strong written and verbal communication
Excellent organization and follow-through
Comfort working with metrics and imperfect information
Ability to establish baselines, identify what matters, and use data to improve decisions
Sound judgment with sensitive information and competing priorities
Comfort influencing without authority
Practical, customer-centered approach and bias toward making complex work clearer and more scalable
Experience in a marketplace, customer support, or other operations-heavy environment is a plus
Candidates should be based within commutable distance of Etsy’s Brooklyn Office, or may be considered remotely outside that distance with occasional travel to the office

Benefits

Comp & perks

Equity package
Annual performance bonus
Competitive benefits that support you and your family
Visa sponsorship support may be available for certain roles and skills