Director of Outsourced Technology and Tooling

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 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? Etsy is seeking a Director of Outsourced Technology and Tooling to join the Outsourced Services team! This leadership role guides the vision, strategy, and multi-year roadmap for the technology ecosystem powering outsourced operations and frontline support experiences. This leader unifies two core capabilities under one end-to-end strategy: Technology Operations (TechOps) and internal workflow tooling. The role shapes a cohesive tech stack across agent-facing platforms, automation, and access governance systems. Partnering closely with Product, Engineering, and Operations, this function transforms frontline workflows into scalable technology solutions that improve both agent effectiveness and customer outcomes. This includes optimizing performance across systems like Zendesk, Assembled, Qualtrics, and MaestroQA while building stronger integration points with internal data systems. In addition to salary, this position is eligible for an equity package, an annual performance bonus, and competitive benefits. Presence in Etsy’s Brooklyn Office is expected once or twice per week depending on proximity, but remote candidates are welcome to apply.   This is a full-time position reporting to the Senior Director, Outsourcing. 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. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub may be the first to be considered. For candidates within commutable distance, Etsy requires in-office attendance once or twice per week depending on your proximity to the office. Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more details about our work modes and workplace safety policies here. What’s this team like at Etsy? 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. The organization unites two key domains. 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. This role is central to that future state. You will unify our outsourced technology strategy by connecting workflows, tooling, and governance into one coherent system. Key roadmap priorities include routing improvements, chatbot handoffs, AutoQA, LLM-enabled workflows, and vendor management. You will co-build this vision in partnership with Product and Engineering. What’s this team like at Etsy? We define the strategic operating model for Etsy’s outsourced technology stack alongside cross-functional partners to streamline daily operations. We translate operational friction into a clear technology agenda, managing strategic investments that boost buyer and seller satisfaction through faster resolution and smarter routing. Establish robust governance across system access, roles, and compliance audits to ensure the BPO environment remains secure and auditable. Lead build-versus-buy decisions, negotiate vendor renewals, and champion thoughtful automation tools that improve quality without compromising trust. We develop a team of managers and specialists, establishing clear ownership, strong execution rigor, and a culture focused on systems thinking and measurable business outcomes. 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. Qualities that will help you thrive in this role are: 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. Experience defining the strategy for agent-facing or customer support technology ecosystems, including case management, workforce tools, or access systems. A history of partnering with Product and Engineering teams to shape platform roadmaps and influence resource prioritization. Familiarity with outsourcing environments, BPO dynamics, marketplace support, or AI-enabled support tooling. Strong analytical proficiency and the ability to translate technical systems and operational complexity into clear narratives for leadership. 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. 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, or any other characteristic protected by applicable law. 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.