Senior Manager, Enablement Quality Insights

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 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:

$146,000.00 - $190,000.00

What’s the role?

The Senior Manager of the Enablement Quality Insights team will need to build the quality insights program used to measure agent success in buyer & seller support and policy enforcement across a globally distributed outsourced workforce. You’ll need to develop, implement, and oversee strategic QA processes, delivering deep and actionable insights directly to internal customers and other partners at Etsy. The Quality Insights team is responsible for regularly surfacing continuous improvement opportunities tied to metrics like training success, cost savings, and agent efficiency to maintain high service levels.
 

This is a full-time position reporting to the Senior Manager, Outsourcing Enablement. 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?

The Quality Insights team sits within the Outsourcing Enablement team, which is part of a broader organization focused on successful outsourcing. Peer teams include those responsible for tooling, agent learning and content management, and vendor management. Insights delivered to peer teams and partners are essential in our mission to successfully prepare and train agents and improve workflows. This flywheel, driven by the Quality Insights team, helps Etsy provide great support and strong protection of our marketplace.
 

What does the day-to-day look like?

• You’ll be stepping into an opportunity where you’ll have full autonomy to shape, own, and deliver a clear QA strategy that has the potential to make a significant and material difference to the Etsy user experience. You’ll have the opportunity to:

• Map out what a strong vision, clear operating rhythm, thoughtful performance management, and genuine team connectivity look like. This includes establishing clear governance for QA accountability between Outsourcing and the internal businesses we support, ensuring alignment on shared outcomes and KPIs.

• Lead and coach a team of 4 Etsy QA managers, instilling a vision for QA based on your own expertise, operating norms, and best practices. This should include designing, implementing, and maintaining the right QA frameworks and procedures. You’ll also be able to consult, leverage and form a close connection with the extended teams at our BPO sites (graders, QA & team leads) as an ongoing resource.

• Build and develop an industry-leading quality insights program, defining the right quality metrics and KPIs in alignment with partners to ensure effective monitoring and evaluation of agent interactions.

• Work with the team to analyze QA data and produce regular reports and actionable insights on quality trends, customer satisfaction, and root cause analyses for process improvement and agent training/ coaching. You’ll need to implement fast and impactful feedback loops between the QA team, our agents, and our Etsy internal customers & partners.

• Implement the right tools and technologies for quality monitoring and measuring, and advocate for needs and improvements within those tools as needed.

• Cultivate strong relationships with partner teams and the internal customer teams we serve, like Trust & Safety and Customer Support. Partner with other teams withi