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 Inc. employee, whether a team member of Etsy, Reverb, or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

Salary Range:

$117,000.00 - $153,000.00

What’s the role?

The Manager of the Enablement Quality Insights team will continue to scale and develop the performance management program used to measure agent success in buyer & seller support and policy enforcement across a globally distributed BPO workforce. This program delivers insights directly to internal customers and other partners at Etsy, surfacing improvement opportunities tied to metrics like training success, cost savings, and agent efficiency.

This is a full-time position reporting to the Director of Enablement (Customer Support & Services). In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy.

This role requires your presence in Etsy’s Brooklyn Office once or twice per week depending on your proximity to the office. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub may be the first to be considered. Learn more details about our work modes and workplace safety policies here.

What’s this team like at Etsy?

Enablement Quality Insights works within a broader organization passionate about successful outsourcing. Peer teams include those responsible for tooling, agent learning and content management, and vendor management. Quality insights delivered to peer teams and others across are crucial in our mission to prepare agents and improve workflows. The flywheel, driven by Enablement Quality Insights, helps Etsy provide phenomenal support and strong protection of our marketplace.

What does the day-to-day look like?

• Lead a team of specialists Etsy operating norms and your own best practices. This should include clear expectations setting, thoughtful performance management, and genuine team connectivity.

• Develop an industry-leading performance program. To implement, you'll need to delegate to your team, coaching them to further skills and appropriately prioritize cross-functional projects simultaneously.

• Cultivate positive relationships with partner teams, including BPO partners and the internal customer teams we serve, like Trust & Safety and Customer Support.

• 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:

• At least 3 years of experience in people management. Genuine interest in individual skill development and care deeply about your team's well-being, but can provide critical feedback or mentorship when needed.

• At least 1 year of experience working with outsource partners (BPO’s) to scale and optimize support and/or Trust & Safety programs.

• Deep expertise in quality assurance, particularly in customer support and policy enforcement. Knowledge on emerging trends in the performance industry and having worked with a variety of quality tools; experience working with AutoQA systems and “golden set” models is a major plus.

• Collaboration is a strength and you enjoy working in group settings; you know when to lead and when to give space for others' input, shifting the way you contribute with ease.

• A strong sense of accountability and appropriate prioritization; clear communication, expectation setting, and timely delivery.

• You are motivated by Etsy’s company mission to “keep commerce human” and our guiding principles speak to you as a leader and a contributor to our team.

Additional Information

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. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.