Senior Manager, Enablement Quality Insights

Etsy, Inc.•Brooklyn, NY

66d•Hybrid

About The Position

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. 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. 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.

Requirements

Bachelor's degree in Business Administration, Operations Management, or related field (preferred).
At least 3-5 years of people management. You have a genuine interest in leadership, individual skill development, and can provide critical feedback and mentorship.
At least 5 years of experience working with outsource partners (BPOs) to scale and optimize Support and Trust & Safety programs.
Deep and tenured expertise in quality assurance and QA methodologies, particularly in customer support and policy enforcement. You're extremely knowledgeable on emerging trends in the quality insights industry and have worked with a variety of quality insights tools; experience working with AutoQA systems and "golden set" models is a major plus.
You have proven success building and scaling QA teams and processes from the ground up.
Excellent analytical, problem-solving, and data-driven decision-making skills. You have a data-first mindset and treat data as a core business asset.
A strategic thinker with strong leadership skills and a hands-on approach-you're comfortable zooming in and out as needed.
Collaboration is a strength and you thrive working in cross-functional group settings.
A strong sense of accountability and appropriate prioritization; you role model 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.

Nice To Haves

Experience working with global clients and diverse teams is a plus.

Responsibilities

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 within the Outsourcing organization to align QA processes with business objectives.
Build trust and connection with BPOs: invest in the relationship, give guidance, gather feedback, pilot new methods, and treat them as you would your own internal team.
As needed, travel to BPO sites to gather performance insights, strengthen connections, and engage directly with BPO partners to discuss feedback and opportunities for improvement.