Customer Support Partner Enablement Manager

Etsy•Brooklyn, NY

5d•Hybrid

About The Position

Etsy is hiring a Customer Support Partner Enablement Manager to join our Outsourced Services team. In this role, you will be responsible for and strengthen the training and enablement strategy across our global Etsy outsourced partner network (EOP). Rather than crafting content or leading daily instruction, you will focus on high-level strategy, launch readiness, quality standards, and partner accountability. Our EOP partners run daily facilitation and content creation, while Etsy leads policy sign-offs, quality gates, and critical issues. You will act as the key link between internal customers and external partners to ensure support teams deliver outstanding customer experiences.

Requirements

7+ years of experience in training, learning operations, or enablement within a customer-support environment, including experience supporting outsourced partners or BPO operations.
Practical knowledge of partner-led training delivery, Train-the-Trainer models, trainer certification, agent readiness, nesting, refresher training, and time-to-proficiency.
Experience building or improving an enablement operating model, including roles and responsibilities, governance routines, service levels, quality standards, and escalation paths.
Demonstrated ability to set expectations with external partners, evaluate performance, address delivery gaps, and drive sustained accountability and improvement.
Experience coordinating training and operational readiness for product launches, policy changes, new workflows, seasonal peaks, or other complex business changes.
Experience using QA, CSAT, nesting, early-tenure performance, customer feedback, or other operational data to evaluate enablement effectiveness and prioritize improvements.
Ability to bring structure and clarity to work involving multiple internal teams and external partners, resolve competing priorities, and move decisions forward without direct authority.
Strong written and verbal communication skills, with the ability to translate complex changes into clear expectations and actionable enablement plans.
Ability to travel internationally up to 25% to visit partner sites, including locations in Guatemala, India, and the Philippines.

Nice To Haves

Experience building or transitioning a multi-site Customer Support enablement function to a partner-led or outsourced delivery model.
Experience establishing trainer accreditation, calibration, and quality-assurance practices across multiple partners, sites, or lines of business.
Working knowledge of adult-learning and instructional-design principles, with the ability to evaluate modular, scenario-based, and self-paced learning materials.
Familiarity with learning, knowledge-management, customer-support, quality, and analytics platforms such as Docebo, Guru, Articulate, Zendesk, MaestroQA, or Looker.
Experience supporting enablement in a fast-changing technology, marketplace, or ecommerce environment with frequent product, policy, and workflow changes.
Experience working across geographically distributed and culturally diverse partner teams.

Responsibilities

Build the Outsourced Enablement Model: Design, stand up, and operate the enablement delivery model for Etsy Customer Support, establishing clear ownership between Etsy and its outsourced partners for training development, delivery, certification, readiness, and performance.
Lead Partner Training Operations: Set expectations for partner-led training delivery, trainer capacity, facilitation quality, nesting, refresher training, and ongoing agent development across the global support network.
Establish Readiness and Certification Standards: Define quality gates, Train-the-Trainer requirements, trainer accreditation, agent certification, and launch-readiness criteria to ensure teams are prepared before supporting customers.
Manage Intake and Prioritization: Own the enablement intake process for product launches, policy updates, workflow changes, and operational priorities, translating business needs into clear partner requirements, timelines, and service levels.
Drive Partner Accountability: Establish operating rhythms, performance expectations, and escalation paths that hold partners accountable for timely, accurate, and effective enablement delivery.
Guide Learning Design and Quality: Ensure partner-developed materials are accurate, modular, scenario-based, and practical for frontline agents, while Etsy retains appropriate policy, brand, and quality approvals.
Measure Enablement Effectiveness: Use QA results, CSAT, repeat contacts, nesting performance, early-tenure outcomes, and time-to-proficiency to identify gaps and drive improvements in training delivery.
Lead Launch and Seasonal Readiness: Coordinate enablement plans for major launches, workflow changes, seasonal peaks, and other high-impact Customer Support initiatives, identifying and resolving risks before they affect agents or customers.
Coordinate Cross-Functional Execution: Partner with Support Operations, Product, Policy, Quality Insights, TechOps, and internal subject-matter experts to convert changes into clear, executable enablement plans.
Drive Continuous Improvement: Establish feedback loops between Etsy teams, partner trainers, and frontline operations to improve content, delivery methods, agent readiness, and customer outcomes over time.