Senior Product Manager, Digital Help & Support job in New York City
|Company Type:||Certified B Corporation|
|Impact Area:||Quality of Life|
|Company Name:|| Etsy|
|State / Province:||New York (NY)|
|City:||New York City|
Etsy is looking for a Senior Product Manager, Digital Help & Support to join the Member Operations team.What is the team & role mandate?Member Operations is responsible for building customer loyalty by providing quality, efficient, and scalable support when and where customers need it. As the PM for Digital Help & Support within Member Operations, you will create best-in-class self-service experiences including but not limited to help centers, public forums, and in-product guides and nudges that enable customers to quickly self-resolve issues or escalate to 1:1 support when appropriate. You own and optimize a toolkit of help and support assets that your product management peers will leverage and embed in other product experiences they build. Your success metrics will be the adoption and efficacy of your self-service solutions, as well as the associated customer satisfaction and effort with them.Think strategically, work cross-functionallyThis is a strategic product role requiring holistic product and customer understanding. You must work across the entire organization - product peers, engineering, design, analytics, marketing - to identify opportunities and deeply integrate self-service help & support offerings within the core Etsy product experience to complement business line initiatives. Your position also enables and requires you to be a tireless advocate for buyers and sellers. Leading with data, you prioritize customer issues, educate our internal teams about them, build self-service solutions to mitigate them, and influence and advise other product owners on how to improve the overall buyer and seller experiences.Be a thought & team leaderYou are responsible for a meaningful component of Etsy’s product strategy and long-term customer health. You should be recognized as an innovator with proven success in architecting help and support solutions. You are also not going to do this alone - you will be a leading a small but growing team, starting with our help center design and content team.This position is a product management role that reports into the Member Operations department and is based in Brooklyn, NY.