Senior Program Operations Manager, Carrier Programs (Remote - EST Hours)

The Mom Project is excited to support Etsy with their search for a Senior Program Operations Manager to join their team on a contract basis.

About the Team:

The Shipping and Orders team at Etsy is passionately focused on expanding the shipping programs available to the Etsy sellers by offering exceptional value and the best total experience with every crafted product delivered to a customer’s door. We are experts in the e-commerce small parcel delivery industry and know how to delight our customers and sellers with outstanding solutions. With both Etsy buyers and sellers in over 220 countries, our team is launching a network of delivery carriers in each region to ensure “local hero” shipping experiences regardless of the destination.

About the Role:

The Senior Program Operations Manager, Carrier Programs, will help manage Etsy’s domestic and international shipping options for unique and handcrafted products from across the street or on the other side of the world.

Responsibilities:

• Report to the Head of Global Shipping
• Manage and maintain relationships with global shipping carriers and consolidators, customs brokers, aggregators, tracking tool providers, location services, address verification vendors, shipping Insurance providers, and other vendors/partners related to shipping
• Be the point of contact for business issues and technical escalations.
• Help manage new integrations and testing
• Assist in new partners/vendor evaluations
• Manage vendor payment validations
• Manage ad hoc analysis of business KPI and financial elements such as rate changes
• Plan and manage new shipping features and services related to the carriers
• Help write SOPs and documentation for the shipping programs and processes
• Monitor and develop optimized KPI reporting of the key operational, technical, and financial SLA’s related to the global shipping programs, including Quarterly Business Reviews
• Uphold and improve the overall operational health of the Shipping based on the key KPI on partnerships and the Etsy business.
• As a shipping operations stakeholder, be the balanced voice of the buyer, seller, and the Etsy business in the development and running of the shipping and orders, user experience, products, and business. This is not ownership, but contribution.
• Ensure real-time uptime support of the Etsy shipping program.
• Support developing Etsy’s software for shipping-related business management by identifying and upholding the ongoing requirements of that software with Product Management and representing Etsy with our integrated partners
• Monitor and support the accuracy of the shipping-related seller tools, including the shipping weight and rate calculators.
• Development of business requirements, feature specification, and assisting in the technical specifications for shipping-related software programs, particularly in the area of domestic and International Logistics.
• As the shipping operations stakeholder, perform the user acceptance testing and sign off prior to release of shipping and orders (but not limited to) related features/functions.
• Uphold and improve the overall operational health of the Shipping based on the key KPI on those partnerships and the Etsy business.
• Assist the Global Shipping Network Development Manager in contract negotiations in collaboration with Business Development, Finance, and Legal teams
• Interpreting partner specifications, to determining the right approach for alerts, monitoring, and fraud prevention, ensure the Shipping Team’s revenue-generating services run in the most efficient way possible.
• Work to become an expert in small parcel shipping, costing, and carrier rates for domestic US, domestic global (ie, UK to UK, AU to AU), and global cross-border shipping for customer-to-customer parcels.
• Help to provide data for conducting analysis on all new and existing shipping rates and pricing to ensure accuracy, correct implementation, and optimization for the Etsy business goals.
• Ensure Shipping program compliance with SOX and data security, such as PII.

Skills and Qualifications:

• Bachelor’s degree or higher
• 4+ years of prior experience working in or with small parcel shipping carriers/consolidators, preferably with C to C or/and B to C.
• Passion for helping the Etsy community grow through more intuitive, informative, and efficient shipping solutions
• Domestic and international consumer parcel shipping experience required
• Experience setting up operational procedures and protocols
• Comfortable with multitasking and can prioritize projects happening in parallel
• Superior organizational and time management skills
• E-commerce/marketplace shipping program experience is a big plus
• Data analytics experience is a plus

Hours and Location:

• M-F, 40 hours/week
• This role can be remote anywhere in the US (EST hours)

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.