Technology Operations Lead

Local Jobs Etsy
  • United States, Hudson, NH View on Map
  • Post Date: June 18, 2020
  • Apply Before : July 18, 2020
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Job Description

Company Description
As an Etsy employee, you can do the work you love, be yourself, and make an impact in the lives of millions. Our commitments to diversity and inclusion, team culture and the spaces where we work all reflect our mission to keep commerce human.

Job Description

As the Technology Operations Lead, you will maintain a smart, progressive technology strategy that optimizes the way Member Services teams engage both our support tooling and Etsy customers. You will keep abreast of Member Service’s portfolio of technologies (current tools and platforms, workflows, and operational needs); identify areas of resource underutilization or capability gaps; and engage internal and external partners to build success through change. We will rely on your natural curiosity, obsession with efficiency, and deep technology experience to raise the bar on how we support Etsy’s customers.

You will report to the Senior Manager of Agent Enablement, Member Services. This role is based in our Hudson, NY office.


About the Role

Systems Management

  • Own Member Services’ overall technology strategy by finding the optimal mix of home-grown vs. third party technology.

  • Stay updated on current technology trends in customer support, especially as they relate to e-commerce and two-sided marketplaces.

  • Manage relationships with third party software companies to keep on top of effective solutions, explore feasibility through pilots and proof of concept studies, and be responsible for the evaluation, contracting, and ongoing performance management of these vendors.

Workflow Optimization

  • Act as an authority in servicing support agent needs through tooling workflows, system administration, and process documentation within Zendesk.

  • Maintain a prioritized list of requests for existing tools and work with partners across Etsy to maintain our technology roadmap.

CX Consultation

  • Working closely with the Enablement team, identify, explore, and report on improvements to the support agent experience.

  • Communicate our technology strategy to partners across the company.

  • Working with the Enablement team, mentor the org in building its technical literacy through workshops, trainings, and leading our participation in company wide initiatives.

Qualifications

About You

  • 3+ years in administering technology platforms (preferably within Customer Service), Zendesk administrator certification a plus

  • 3+ years managing customer/supplier relationships

  • Familiarity navigating and updating legacy HTML, CSS, JavaScript, PHP, and SQL a plus

  • Excited about cross-functional collaboration with teams in both technical and non-technical disciplines, and at all levels of the organization

  • Empowered as a strategic thinker, you bring a history of building (and executing on) complex plans

  • Passionate about operational efficiency and simplifying the complex, selecting the best tools for the job

  • We thrive in a highly-collaborative environment: You are a clear communicator and effective at managing expectations

  • Inspired to deliver the best possible customer experience

  • Tap into dynamic success metrics! Using data to uncover opportunities and tradeoffs comes naturally

  • Be proactive and take charge! You are comfortable working with a high level of autonomy

  • Extraordinary written and presentation skills

  • You believe in the mission and values of Etsy and can demonstrate that in your work

Additional Information

At Etsy, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Etsy is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skillsets.

 

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