Etsy is looking for an Operations Specialist to help us elevate our chatbot capabilities and enhance the experience for members on Etsy.com and beyond.
- Build, maintain and monitor chatbot success metrics within the Ulitmate.ai platform and Etsy’s data analytics platform Looker.
- Report, prepare, and present daily, weekly and monthly metrics across the team and CX operations, including presentations such as monthly and quarterly business reviews.
- Partner with Conversation Designer to review and create action plans for low performing conversation flows, decreased resolutions and automations, to assist in advising the overall chatbot experience strategy.
- Partner with Analytics and Product Insights to calculate the impact expanding the chatbot to additional countries, Etsy’s Buyer and Seller apps, self-service automations and product launches, has on volume forecast and staffing.
- 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.
Requirements:
- Proven technical competence with the ability to learn new reporting platforms and data analysis systems with low effort.
- Strong analytical skills with a background in customer experience analysis.
- Skilled in documenting project objectives and results.
- Strong organizational skills for balancing multiple priorities.
- Enjoy challenging conventional methods when problem solving.
- A collaborative spirit that encourages knowledge sharing and supports team success.
- The ability to work Monday to Friday – 2:30 PM to 10:30 PM IST.
