Senior Product Designer, Member Operations

As a product designer on our Member Operations team, you'll co-create effective and effortless self-service products for all of Etsy’s customers.

We’re all about product that’s all about people.

Product Designers create holistic, human-centered experiences across Etsy’s web, email, and native products. They collaborate with small, multidisciplinary teams to empower creative people around the world to sell and buy the things they love.

If that sounds like something you’d be good at, read on.

The Member Operations team builds and maintains experiences that help Etsy customers quickly resolve their issues through intuitive, seamless self-service tools. 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 make decisions informed by research, brand and business objectives. You’ll lead your team through the design process by spearheading a customer-centric product vision, uphold our toolkits and design guidelines, being responsible for the final execution of your designs, and mentoring junior designers to help level up the whole design team. We’ll trust you to champion the audience of your work, and to maintain a clear understanding of goals throughout the lifecycle of a project. This is a full-time position located in Brooklyn.

About the Role

  • Work with designers across the entire Etsy experience to identify and create the best customer support experience for our buyers and sellers.
  • Partner closely with internal partners to create, validate and iterate on features for internal Etsy admin.
  • Map and own the end-to-end customer support journey and identify opportunities to build an engaged user base, outside of traditional, reactive support.
  • Help shape your team’s roadmap by understanding team goals and customer needs.
  • Create comprehensive solutions to customer problems that deliver meaningful value to our customers and material impact for the business.
  • Design simple, usable, and elegant customer experiences informed by mobile trends, data, user research, and brand positioning.
  • Document and share your work each step of the way with fellow designers and product partners.
  • Work with other designers across Etsy to seek and provide feedback to other product designers.
  • Collaborate with a range of roles: Product, Engineering, Research, Data, Support, Business, Operations, Brand Design and Marketing.
  • Think strategically about how to roll out designs in small steps to validate your assumptions.
  • Work with colleagues who are passionate about design, but who also sing, clog, skateboard, build motorcycles, bike, embroider emoji, host podcasts, design jewelry, draw comic books, and juggle knives. It's not all computers and colors over here.

About You

  • Have 5+ years of cross-platform (mobile, desktop, native, email) product design experience.
  • Advocate for the importance of solving real customer problems, and has partnered with research teams—or better yet, led research—to validate and inform product thinking.
  • Delight in creating sketches, prototypes, research plans, and experiments to validate ideas and opinions.
  • Are able to provide samples of work that show creative, user-centered UX solutions, strong visual design and solid information architecture.
  • You have a portfolio demonstrating strong mobile experience in the consumer product or ecommerce space.
  • Experience bringing blue-sky ideas to life through an iterative human-centered design practice.
  • Demonstrate working knowledge or experience using modern development technologies like HTML and SASS/CSS.
  • Believe that product, brand, and design decisions are inextricably linked.
  • Have experience communicating design decisions and processes openly, clearly, and confidently, regardless of the audience—engineers, PMs, executives, other designers, stakeholders, etc.
  • Give and receive honest, thoughtful feedback, and have a track record mentoring other designers.
  • Are unafraid to change your opinion in the face of new information or a new understanding of the product goals, you have strong beliefs, but you’re open-minded and able to adapt.
  • Has a design process that encourages collaboration between other designers and product teams.
  • You are willing to work outside your comfort zone—maybe even excited about it!
  • Are excited about learning and growing to take your professional skills and career to the next level.

What’s Next

Interested in working with us? Send us a cover letter and your resume explaining why you’d be great for the job. We value your unique talents and point of view, so feel free to tell us what you are all about. If you have an online presence (blog, Twitter, Facebook), send it along. And if you write, draw, craft, or contribute to something you’re proud of, we’d love to hear about it.  

At Etsy, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Etsy is an equal opportunity employer, we do not discriminate on the basis of color, ancestry, religion, gender identity, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status.

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