Outsourced Operations IC4

Etsy•Brooklyn, NY

9d•Hybrid

About The Position

Etsy is seeking a Senior Outsourcing Strategy & Commercial Lead to join the Outsourced Services team. This senior IC role will help build the commercial and strategic foundation of Etsy’s outsourced support ecosystem, partnering closely with the Director of Outsourcing to lead BPO strategy, vendor economics, headcount planning, partner performance, and scalable outsourced-services execution. This role is broader than day-to-day commercial management. This key role will act as a thought partner and execution lead across the full outsourcing lifecycle: capacity and headcount planning, commercial deal structure, vendor governance, partner accountability, contract performance, business reviews, and long-term BPO strategy. This person will help ensure that our operating model is commercially sound, operationally scalable, and aligned to business priorities across Customer Support, Trust & Safety, Risk & Fraud, Enablement, Workforce Management, Quality, and Partner Success.

Requirements

Significant experience [8 years+] in outsourcing, BPO management, commercial strategy, operations, partner management, procurement, finance, or a related field.
Strong understanding of BPO operating models, partner economics, staffing structures, headcount planning, service levels, and partner governance.
Successful track record in operational environments with expertise in leading large-scale partner ecosystems.
Ability to connect commercial decisions to operational outcomes, including quality, capacity, agent readiness, customer experience, and cost.
Strong analytical skills, including comfort working with headcount models, pricing assumptions, performance data, capacity plans, and business plans.
Experience influencing cross-functional partners and varied range of internal teams.
Strong written and verbal communication skills, with the ability to synthesize sophisticated commercial and operational topics into clear recommendations for leadership.
High judgment and comfort operating in ambiguity, especially when building new governance routines, partner models, or commercial frameworks.
Ability to operate as a senior IC: driving work independently, influencing without direct authority, and acting as a trusted thought partner to senior leaders.

Nice To Haves

Experience structuring or leading BPO agreements, invoicing & pricing models, service credits, or gainshare/painshare models.
Experience with partner footprints, including India, Philippines, Mexico, LATAM, or other markets.
Experience supporting agent populations or multi-site outsourced operations.
Familiarity with WFM concepts such as utilization, shrinkage, occupancy, efficiency, hiring ramps, and capacity planning.
Experience preparing QBRs, partner scorecards, executive narratives, commercial reviews, or partner strategy materials.
Experience supporting day to day CX operations.

Responsibilities

Serve as the senior IC partner acting as the connective tissue across BPO strategy, commercial governance, operational performance, and outsourced-services execution.
Help define and maintain Etsy’s outsourcing strategy, partner footprint, site strategy, capacity planning, commercial structure, and long-term vendor roadmap.
Own and expand the commercial governance model, including pricing, service credits, incentives, penalties, gainshare/painshare opportunities, partner economics, and cost-to-serve tradeoffs.
Partner with Workforce Management, Finance, Procurement, Legal, Enablement, TechOps and Partner Management to connect headcount plans, hiring ramps, utilization, shrinkage, efficiency, and partner staffing model decisions.
Build and maintain scalable partner performance routines, including ABRs/QBRs/MBRs, scorecards, commercial reviews, partner accountability mechanisms, and leadership-ready partner narratives.
Translate operational needs into commercial and contractual requirements, ensuring partner commitments support quality, training, tooling, capacity, service levels, business continuity, and future-state outsourcing goals.
Develop reasons and recommendations for BPO investments, partner footprint changes, role/location shifts, partner consolidation, new service models, and commercial restructures.
Maintain a clear view of outsourcing economics across partners, locations, lines of business, and support models. Identifying risks, inefficiencies, and opportunities to improve scale or cost efficiency.
Partner with Outsourcing Partner Managers to identify partner risks, performance gaps, capacity constraints, and areas to strengthen partner execution.
Support strategic outsourced-services initiatives, including Support Enablement, Platinum Support, H2/holiday readiness, new workflow launches, partner expansion, and future-state operating models.
Prepare executive-ready materials that explain performance, commercial tradeoffs, partner risks, capacity implications, and strategic recommendations.
Identify possibilities to improve the outsourced-services model through stronger commercial diligence clearer partner accountability, better governance, and more scalable BPO structures.