Sr. Human Support Experience Manager (Hybrid - Brooklyn, NY)

The Mom Project is excited to partner with our client, Etsy, in their search for a contract Sr. Human Support Experience Manager!

Job Description:

The Sr. Human Support Experience Manager is the expert responsible for defining and designing what great human support looks like at Etsy. Reporting to the Sr. Manager, Human Support, you bring a deep understanding of the buyer and seller experience to shape the moments where human judgment, empathy, and care create the greatest impact from the design of differentiated support experiences for our most valued customers, to the path a customer takes when moving from an AI agent to a human who can genuinely help.

In this role, you lead the design and launch of new human support programs, including differentiated service models, while owning the strategic framework for how and when human support creates value that automation cannot replicate. You serve as a senior leader within the Human Support pillar, leading the IC3 cohort in a structured audit and improvement of existing support processes, and partnering closely with Automated Support, Support Operations, and Product to ensure human experiences are designed in concert with the broader customer journey.

The Sr. Human Support Experience Manager will be responsible for:

Experience Design & Program Development

• Define and design new human support experiences, including Platinum Support and differentiated service models for high-value buyers and sellers
• Own the strategic framework for the AI-to-human escalation path, defining when human support should intervene, what that handoff looks like, and how it can be continuously improved as automation capabilities evolve
• Identify ownership gaps in the customer journey across automated and human support and drive durable solutions without waiting for a formal brief, being accountable for the outcome rather than just the contribution
• Build playbooks, standards, and frameworks that make excellent human support repeatable and scalable, not dependent on any one person or team

Process Improvement & IC3 Cohort Leadership

• Lead the IC3 cohort across Human Support in a structured audit of existing support processes, identifying gaps in training, content, quality, and workflow design and driving improvements that reduce customer effort and improve the overall support experience
• Translate qualitative and quantitative insights from the frontline into actionable recommendations that improve how the team operates over time
• Define what sustainable process improvement looks like and introduce frameworks that the broader team adopts and repeats for process reviews, escalation path design, and knowledge quality
• Ensure that what we learn from human support interactions doesn't end with resolution, feeding insights into upstream decisions across Product, Policy, and Automated Support

Cross-Functional Partnership & Strategic Influence

• Partner with Product, Automated Support, and Support Operations to ensure human support experiences are designed in concert with the full customer journey, with clear ownership at every handoff
• Present experience design recommendations to senior stakeholders in a way that drives alignment, not just awareness
• Serve as the internal expert on what great human support looks like, connecting customer experience data, frontline insights, and emerging best practices to shape how the pillar evolves
• Consult with teams across Customer Operations to assess the customer experience impact of their projects, ensuring alignment with the broader support strategy

The Sr. Human Support Experience Manager will demonstrate:

• 6+ years of experience within support, customer experience, or operations organizations, with a track record of designing or improving customer-facing programs
• Exceptional ability to define project objectives, own cross-functional efforts, and be accountable for outcomes, not just tasks
• Strong analytical and communication skills, with the ability to connect customer experience data to design decisions and influence partners across various levels and subject areas
• Experience working in or alongside AI-assisted support environments, with a clear understanding of how automated and human experiences interact and where the handoff between them creates or destroys customer trust
• A proven ability to build things that outlast the project such as frameworks, standards, or processes that others use and build on
• The judgment to navigate ambiguity and the initiative to define the path forward in problem spaces that don't yet have a playbook

To be successful in this role, the Sr. Human Support Experience Manager will develop strong relationships across Human Support, Automated Support, Support Operations, and Product, staying closely aligned with the pillar's strategic direction and the broader Customer Support vision. Success is measured by the quality and adoption of new human support experiences, measurable improvements in customer outcomes and experience quality, and the degree to which human support insights shape decisions upstream across Etsy.

You may be expected to travel to Etsy's offices or to our outsourced partner sites, as driven by team priorities and business needs.

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.

Perks are available through our 3rd-Party Employer of Record (Available upon completion of waiting period for eligible arrangements)

Benefits: Medical, Dental, and 401k (no match)