Etsy

Director of Outsourced Technology and Tooling

Brooklyn, New York · Director · Full-time

Sponsorship not specified$189k-$245kDetected 31 days ago

LLMsCustomer SupportZendeskLeadershipMentoring

About the role

Company Description Etsy is the global marketplace for unique and creative goods.
As an Etsy Inc. employee, whether a team member of Etsy 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.
Salary Range: $189,000.00 - $245,000.00 What's the role?

Experience defining the strategy for agent-facing or customer support technology ecosystems, including case management, workforce tools, or access systems.
Familiarity with outsourcing environments, BPO dynamics, marketplace support, or AI-enabled support tooling.
This includes optimizing performance across systems like Zendesk, Assembled, Qualtrics, and MaestroQA while building stronger integration points with internal data systems.
The Outsourced Services team delivers exceptional support and modern outsourcing solutions for Etsy. The Outsourced Technology function enables this by providing BPO teams with the right tools, workflows, and vendor partnerships.
CX and Customer Operations TechOps focuses on optimizing case management, routing, and integrations to elevate support quality.
Tooling Governance manages vendor relationships, access permissions, compliance audits, and onboarding workflows.
Together, these capabilities eliminate fragmentation and build a future-facing strategy for AI-assisted workflows, chatbot handoffs, AutoQA, and LLM-enabled tools.
We define the strategic operating model for Etsy's outsourced technology stack alongside cross-functional partners to streamline daily operations.
The Outsourced Services team delivers exceptional support and modern outsourcing solutions for Etsy.
Lead build-versus-buy decisions, negotiate vendor renewals, and champion thoughtful automation tools that improve quality without compromising trust.

Twelve or more years of experience in technology operations, product operations, customer operations, or systems strategy, including leading complex cross-functional initiatives.
Five or more years of experience managing people, with a background mentoring managers and leading teams through organizational growth.
Strong analytical proficiency and the ability to translate technical systems and operational complexity into clear narratives for leadership.

$189,000.00 - $245,000.00
In addition to salary, this position is eligible for an equity package, an annual performance bonus, and competitive benefits.
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.

This leadership role guides the vision, strategy, and multi-year roadmap for the technology ecosystem powering outsourced operations and frontline support experiences.
You will co-build this vision in partnership with Product and Engineering.

If, due to a disability, you need an accommodation during any part of the application or interview process, please let your recruiter know.

While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.

This listing is sourced directly from Etsy's careers page and normalized into a canonical job model.