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Tech Ops Manager
EtsyTechnology Operations CX Manager at Etsy, overseeing customer operations systems and workflows. Architecting automated service environments with a strong focus on operational excellence.
Posted 5/1/2026full-timeBrooklyn • New York • 🇺🇸 United StatesMid-LevelSenior💰 $134,000 - $174,000 per yearWebsite
Tech Stack
Tools & technologiesSDLC
About the role
Key responsibilities & impact- Support and evolve customer operations systems and workflows
- Architect a high-scale, automated service environment
- Lead the long-term technical roadmap for the CX ecosystem
- Administer and optimize CX platforms, including workflows, automations, and reporting
- Design and deploy advanced AI strategies, moving beyond simple chatbots to LLM-powered agent copilots
- Evaluate and implement automation and GenAI solutions to enhance agent productivity and customer interactions
- Architect robust middleware and API integrations
- Own the end-to-end SDLC for CX tooling
- Partner with Analytics to design telemetry frameworks that measure system health
Requirements
What you’ll need- Strong experience with CX platforms (e.g., Zendesk, Assembled, Qualtrics)
- Ability to design efficient workflows and improve processes through data and automation
- Interest in applying GenAI and emerging technologies to real CX challenges
- Comfortable working cross-functionally and influencing without direct authority
- Proactive, detail-oriented, and able to navigate complex systems and issues
- Able to translate technical concepts into actionable insights for diverse stakeholders
- Takes initiative and drives work forward in a fast-paced, evolving environment
Benefits
Comp & perks- Eligible for an equity package
- Annual performance bonus
- Competitive benefits to support you and your family
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
automationAI strategiesmiddlewareAPI integrationsSDLCtelemetry frameworksGenAI solutionsworkflow designdata analysiscustomer experience (CX)
Soft Skills
cross-functional collaborationinfluencing without authorityproactivedetail-orientedproblem-solvingcommunicationinitiativeadaptabilitystakeholder engagementprocess improvement