Group Product Manager, Support

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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 Inc. employee whether a team member of Etsy, Reverb, or Depop you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human

Job Description

What’s the role?

We're hiring an incredible people-first product leader for Etsy's Support product engineering team. Are you motivated by building products that deliver effortless, human support to buyers and sellers? If so, this could be the perfect match!

Human connection is the foundation of Etsy's brand. The Support product team builds experiences that help customers resolve issues seamlessly through intuitive self-service tools and effective 1:1 support. Our customers are Etsy buyers, sellers, and agents on our Member Services team. As a Group Product Manager, you'll lead a small team of strong PMs and work hand-in-hand with engineering, design, data science, research, and marketing. You'll also establish the overarching product vision and strategy for this area- we can't wait to hear your ideas!

Advocacy is a key component of the job, and empathy is the key to success at Etsy. As the product champion of the support experience, you'll bring that perspective to our product organization and the rest of the company, advocating for building product experiences with supportability in mind.

This is a full-time position reporting to the Director of Product, Member Services and Trust & Safety and the base salary range will be 194,000 - 252,000 USD per year. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy. For this role, we are considering candidates based in the United States.You will have the option to work office-based, flex or remotely. Candidates living within commutable distance of the Etsy Brooklyn Hub, or within the San Francisco area, may be the first to be considered. Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more about our Flex and Office-based work modes and workplace safety policies here.

What does the day-to-day look like?

• Grow, lead, and empower a team of product managers responsible for buyer support, seller support, and support operations.
• Partner with leaders in the Member Services org to set goals and strategy, prioritize the highest impact work, and ensure we're working toward an excellent support experience.
• Build a culture of product development based on deeply understanding our customers-- understanding what both buyers and sellers expect from an excellent Etsy support experience.
• Thoughtfully prioritize and balance our portfolio of longer-term foundational investments vs. shorter-term iterative projects.
• Regularly present to company execs on roadmap progress, strategy and prioritization.
• Own and define/refine the metrics of your team’s products, including impact to our business and our customers.
• 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.

Qualifications

Qualities that will help you thrive in this role are:

• 5+ years of PM experience, 2+ years managing PMs.
• Shown success leading, motivating and managing team performance
• An outstanding candidate has built successful products in the support space, ideally for both internal and external customers, and stays on top of excellent support experiences across ecommerce.
• Demonstrated track record of setting shared customer outcomes and developing strategy with business operations partners.
• Excellent communication and interpersonal skills, able to influence across levels (including VP and above) and build trusted relationships.
• Strong ability to think and work analytically. For example, making a strong case for support investments based on understanding Etsy's marketplace economics.
• Ability to work autonomously to drive cross-functional decision-making and influencing effectively through informal authority.
• A strong belief in Etsy’s vision, mission and values.

Additional Information

What's Next

If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about.

Our Promise

At Etsy, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.

For U.S. roles only:

Many Etsy roles are open to remote candidates, and you'll be able to identify which ones within the location header of each job description. We're open to remote hires from all U.S. states except Hawaii and Alaska.