Performance Insights Manager

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:

$88,000.00 - $114,000.00

What’s the role?

Performance Insights Managers develop and oversee programs to understand agent performance drivers, improve the customer experience, and strengthen policy enforcement. They analyze QA scores and other business metrics (e.g. customer satisfaction rate or enforcement decision accuracy) and, with our outsourcing partners and internal stakeholders, drive improvements to these metrics in ways that benefit Etsy’s customers and business. You will be supporting either our Marketplace Content (T&S) or Risk & Fraud lines of business.

This role is a full-time position reporting to the Manager of Customer Support & Services (CSS) Performance Insights team. 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?

Our team is a part of the CSS Enablement organization, which empowers our global agent workforce to provide outstanding customer support and strong policy enforcement through skills-based training and accessible on-the-job resources. CSS Enablement consists of four squads each of which focuses on a single line of business. We generate the actionable insights that Enablement squads and internal teams rely on to drive improvements.
 

What does the day-to-day look like?

We help power efficient, effective delivery of outsourcing services! We do this in two primary ways: (1) managing reliable QA programs and (2) deep analysis of other metrics and indicators that provide signal about the health of the relevant line of business.

QA Program Management:

• Maintain a deep awareness of QA program mechanics to ensure output is accurate, reliable, and relevant.

• Design and iterate on agent performance oversight, working closely with Performance Insights peers to share best practices and continue elevating our QA programs.

• Facilitate meaningful connection points between internal Etsy experts and outsourcers to drive alignment on what “good” looks like as we work in lock step towards positive business outcomes.

• Frequently engage with Etsy’s Partner Management team outsource partners to share feedback, insights, and opportunities for improvement on both sides of the relationship. On occasion, this may require travel to partner sites.

• Share insights gleaned from QA with the relevant Enablement squad and internal partners they can use to improve the guidance and support they provide to our outsourced agents.

Data Analysis and Insights Generation Beyond QA:

• Monitor and analyze front-line business metrics to identify and anticipate challenges and opportunities.

• Package and share actionable insights with internal and outsource partners that can improve their processes and ultimately the outcomes they deliver.

• Partner with internal teams and outsource partners to implement solutions based on the insights you’ve identified.

• Synthesize performance trends for high-level business reports, often communicating your findings to squad peers and leaders across CSS