Investigator, Operational Excellence

Company Description
Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy employee, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

We believe exceptional companies are built by exceptional teams, and we're intentional about it. That means hiring great people, setting them up for success from day one, and giving them real reasons to grow their careers here. We invest in development that goes beyond promotions, and we foster the trust and relationships that help people do their best work together.

What’s the role?

As an Investigator, Operational Excellence, you play a key role in improving how Etsy’s Risk & Fraud operations work day to day and over time. This role combines deep operational knowledge, fraud investigation experience, and process improvement work. You’ll use insights from complex casework, quality trends, operational metrics, and frontline feedback to identify where our workflows, tooling, documentation, and training can be stronger. You’ll then help turn those insights into practical improvements that make the broader organization more effective.

You’ll own and drive scoped operational excellence programs, such as quality assurance, business process improvement, documentation, training, or workflow design. You’ll also partner closely with investigators, managers, and cross-functional teams to ensure operational learnings lead to clearer processes, better controls, and more consistent outcomes.

This is a full-time position reporting to the Sr Manager, Operations, Account Integrity & Security.

What’s this team like at Etsy?

Our Risk & Fraud organization is structured into four areas of focus: Account Integrity and Security, Merchant Risk, Transaction Fraud, and Marketplace Fraud. While we operate as one connected Risk & Fraud team, this role sits within Account Integrity and Security, where we focus on protecting Etsy accounts from compromise and abuse. This team works to prevent account takeovers, enforce platform policies, and safeguard the trust and safety of our marketplace by strengthening identity signals, clustering related accounts, and ensuring the overall integrity of user accounts.

What does the day-to-day look like?

- Drive the strategy and execution for a defined operational excellence area, such as Quality Assurance, business process improvement, documentation, training, or workflow optimization.
- Lead complex fraud investigations and provide subject matter expertise on difficult or sensitive cases.
- Analyze fraud trends, QA findings, operational metrics, and investigator feedback to identify root causes and recommend durable improvements.
- Translate operational insights into updates to workflows, playbooks, reporting, training materials, and enforcement guidance.
- Partner with Product, Engineering, Analytics, Policy, and Operations stakeholders to represent operational needs during product, policy, tooling, or process changes.
- Support the design and rollout of process improvements and help measure whether those changes improve quality, efficiency, or investigator effectiveness.
- Mentor and upskill investigators through calibrations, documentation, training, and day-to-day coaching.
- Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.

Qualities that will help you thrive in this role are:

- 3+ years of fraud operations, risk operations, trust and safety, or related experience, with a strong track record of handling complex investigations.
- Experience leading operational excellence initiatives such as QA, training, knowledge management, workflow design, or business process improvement.
- Strong analytical and critical thinking skills, including the ability to perform root cause analysis and translate findings into actionable recommendations.
- Proficiency in SQL and data visualization tools such as Looker or Tableau to extract and communicate actionable insights.
- Strong written and verbal communication skills, with the ability to explain operational issues clearly and influence partners across functions.
- Demonstrated ability to organize ambiguous work, move initiatives forward, and improve how teams operate at scale.
- A collaborative mindset and a strong sense of ownership for both the quality of your own work and the effectiveness of the broader organization.

Compensation & Benefits

In addition to salary, you'll be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family. Base salary is determined by your location, skills, and experience.

Etsy uses two geographic pay zones to reflect the labor markets where we compete for talent: one called Geo-1, covering the New York City metropolitan area, San Francisco Bay Area, and Seattle metropolitan area, and one called Geo-2, covering all other U.S. locations. Salary ranges for this role vary by zone and are listed below.

Location

We prioritize candidates based within commutable distance of Etsy’s Brooklyn Office. Depending on proximity, we ask team members to come in once or twice per week. Remote candidates outside commutable distance may be considered on a case-by-case basis, with the expectation of occasional travel to the office. Learn more details about our work modes and workplace safety policies here .

Salary Range:
• Geo-1: 106,000.00 - 144,000.00 USD Annual
• Geo-2: 96,000.00 - 130,000.00 USD Annual


What's Next

If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've 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 tell us what you're all about.

Our Promise

At Etsy, we believe that a diverse, equitable, and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, national origin, religion or creed, sex, pregnancy (including childbirth and related medical conditions), gender, gender identity or expression, sexual orientation, age, citizenship or immigration status, marital or familial status, physical or mental disability, medical condition, genetic information, military or veteran status**, or any other characteristic protected by applicable federal, state, or local law**. If, due to a disability, you need an accommodation during any part of the interview or hiring process, please let your recruiter know and we will work with you to meet your needs. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.