[Remote] Staff Product Manager, Customer Operations

Note: The job is a remote job and is open to candidates in USA. Etsy is seeking a Staff Product Manager to improve support resolution for buyers and sellers at scale. The role leads product vision, strategy, development, and execution, partnering with cross-functional teams to make customer support more accessible, reliable, and effective.

Responsibilities

• 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

Skills

• 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

Benefits

• An equity package
• An annual performance bonus
• Depending on proximity to Etsy’s Brooklyn Office, team members come in once or twice per week. Remote candidates outside commutable distance may be considered on a case-by-case basis, with the expectation of occasional travel to the office.

Company Overview

Company H1B Sponsorship