Senior Product Designer, Customer Resolution - #156533

Company Description

Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect entrepreneurs with buyers around the world. As an Etsy employee, you’ll tackle unique problems alongside talented coworkers committed to Keeping Commerce Human. We're large enough that you'll focus on meaningful, complex challenges, but small enough that you can make a rewarding impact.

Job Description

What’s the role?

The Customer Resolutions team builds and maintains experiences that help Etsy customers quickly resolve their issues through intuitive, seamless self-service tools and support experiences. Through rigorous market and user research, you’ll explore, ideate, validate, and build products to support the needs of both sides of our marketplace—our buyers and sellers—and internal partners.

You’ll work with our teams that improve everything from account management and our help center, to helping our sellers understand service standards and tools for our internals teams to keep the marketplace safe.  We’re looking for someone who can take complex processes and interactions and make them intuitive and streamlined while thinking about the entire customer journey.

What's Product Design like at Etsy?

Typically, product designers at Etsy work in a squad with a product manager, 3-7 engineers, researcher and analyst. Together they drive their own part of Etsy, deliver solutions to challenging problems and get feedback directly from customers. 

Day to day, it looks like: 

• Discovering insights, opportunities, and requirements

• Testing prototypes and hypotheses with users to collect feedback

• Launching experiments and evaluating how they perform and how to iterate

• Presenting your work to peers and leadership, async and in-person

• Taking part in weekly design critiques, workshops, all hands and squad meetings

• Thinking and writing about your process and documenting your decisions

For candidates who will work remotely from Colorado, visit this link for information related to Colorado's Equal Pay for Equal Work Act.

Qualifications

Senior level at Etsy means:

• You can run independently or give direction to designers within your team

• You can lead workshops and optimally align the group around a vision and approach

• You have a track record of designing complex flows and customer journeys

• You can think and design at a system level, not just interface elements or pages

• You’ll regularly make use of your soft skills: listening, negotiating, decision-making

• You’ll spend time providing mentorship to other designers

• You’ll play a key part in hiring, onboarding, and improving our team’s culture and engagement

Qualities we value in designers:

• Effective articulation of ideas and design solutions

• Expressing feedback with kindness and candor

• Tolerance for ambiguity and healthy curiosity

• Translation of quantitative & qualitative insights into design decisions

• Contribution to our culture: motivation, optimism, quality, integrity

Please note: If you are expressing interest by applying to one Product Designer role, your application will automatically be considered for all open positions at that level. Please do not apply to roles at the same level. We have you covered!

Additional Information

What's Next
If you're interested in joining the team at Etsy, please send a cover letter and resume telling us why you'd be right for the position. As you’ve hopefully 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 write to us and tell us what you’re all about.

Our Promise
At Etsy, we believe that a diverse, equitable, and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and privileges of employment. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skillsets.