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Senior Program Manager

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Etsy

3mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • India
    Remote
  • Quick Apply

AI generated summary

  • You need 5-8 years in operations/strategy, tech experience, strong collaboration, problem-solving skills, excellent communication, data/financial analysis, and the ability to work 2:30 PM to 10:30 PM IST.
  • You will lead cross-functional programs, develop strategies, manage collaborations, communicate status, facilitate trade-offs, prepare reviews, and build feedback systems to drive impact.

Requirements

  • 5-8 years of experience in business operations, corporate strategy, consulting, or a related field.
  • Prior experience within a technology organization, dedicated to creative problem solving and owning strategic projects is required.
  • A strong collaborator who knows how to drive decision-making. Knows when and how to balance data with intuition, and thoughtfulness with agility.
  • Excellent verbal and written communication skills. The ability to distill complex information and interact with the leadership team and cross-functional partners.
  • Adept at influencing outcomes and people without direct reporting lines.
  • Ability to maintain order, focus, and calm in times of uncertainty and changing priorities. Exhibit strong critical problem-solving abilities in ambiguous scenarios. You are hyper-focused on the solution and work with your partners to optimize for end results.
  • Successful record of solving complex technology and consumer-facing problems, is a huge plus.
  • A background with data analytics and/or financial analysis is a plus.
  • The ability to work Monday to Friday - 2:30 PM to 10:30 PM IST.

Responsibilities

  • Lead cross-functional high-priority programs that directly ladder up to CSS objectives and big bets. Using your strong analytical & program management skills, you will accelerate the delivery of these important and/or urgent initiatives, enabling our org to stay on track to deliver its quarterly goals.
  • Develop the strategy, objectives, prioritization and roadmap for the project/program you own. Act as an ambassador for the broader ecosystem of partner teams (within and outside CSS).
  • Build and maintain standards of collaboration and optimization of information flows for the program (what are the program’s objectives, why is it meaningful, and when-where-how do we meet, communicate & decide). You define collaborators (and RACIs when relevant) and make sure that all collaborating teams are set up for success.
  • Communicate initiative status, progress & roadblocks to key collaborators proactively and at the right time intervals.
  • Amidst resource constraints, facilitate critical tradeoff decisions on behalf of CSS leadership across operations and technology initiatives.
  • Facilitate the preparation and delivery of monthly and quarterly business reviews, senior leadership communications, program lookbacks, and blameless post-mortems.
  • Build systems and org-wide operating rhythms that maintain tight feedback loops between our internal teams, thereby enabling CSS to consistently over-deliver on impact and CX milestones.
  • 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.

FAQs

What is the role of the Senior Program Manager at Etsy?

The Senior Program Manager leads high-priority and high-impact initiatives within the Customer Support & Services organization, focusing on delivering exceptional customer service and operational excellence.

What qualifications are required for this position?

Candidates should have 5-8 years of experience in business operations, corporate strategy, consulting, or a related field. Prior experience in a technology organization dedicated to strategic projects is also required.

Are there opportunities for career growth in this role?

Yes, as a Senior Program Manager, you will act as a trusted thought partner to senior leadership and have the opportunity to refine the team’s strategic direction, creating potential pathways for career advancement.

What are the typical working hours for this position?

The role requires working Monday to Friday from 2:30 PM to 10:30 PM IST.

Is prior experience in customer support necessary for this role?

While not explicitly required, prior experience in customer support or a similar area is beneficial, particularly in solving consumer-facing problems.

How does the team collaborate with other departments?

The Senior Program Manager will collaborate with partners across Product, Engineering, Analytics, Research, Design, Operations, and Outsourcing to build a continuously improving support organization.

What is the equity package mentioned in the job description?

The position includes an equity package along with a competitive salary and an annual performance bonus as part of the total rewards package.

What kind of projects will I be managing?

You will lead cross-functional high-priority programs that align with CSS objectives, developing strategies, objectives, and roadmaps for these initiatives.

How does Etsy support employee well-being?

Etsy offers competitive benefits that support employees and their families as part of the total rewards package, ensuring a focus on employee well-being.

What skills are emphasized for success in this role?

Strong collaboration skills, the ability to influence outcomes without direct reporting lines, excellent communication skills, and critical problem-solving abilities in ambiguous situations are crucial for success.

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Etsy

Keep Commerce Human

Technology
Industry
1001-5000
Employees
2005
Founded Year

Mission & Purpose

Etsy is an online marketplace that connects millions of buyers and sellers around the world, specializing in unique, handmade, vintage items, and craft supplies. The platform empowers small business owners and individual creators to showcase and sell their products to a global audience. Etsy’s mission is to keep commerce human by building a more fulfilling and lasting world through creative entrepreneurship. Its purpose is to foster a community where people can discover and be inspired by creativity while supporting independent businesses.

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