Senior Quality Insights Manager, Customer Operations

Etsy•New York, NY

1d•$134,000 - $174,000•Hybrid

About The Position

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. The Senior Quality Insights Manager will lead the design and execution of our Outsourcing Quality program, which is used to measure and improve agent performance across buyer & seller support and policy enforcement. You’ll operate as the team’s most senior individual contributor in Outsourcing Quality, helping to develop how quality is defined, measured, and acted upon across a globally distributed outsourced workforce! You’ll drive large-scale, high-impact improvements by translating sophisticated quality data into clear, actionable insights that influence decisions across key partners. Your work directly impacts training effectiveness, cost efficiency, agent performance, and the overall Etsy customer experience. Our 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 helps Etsy provide great support and strong protection of our marketplace. You will serve as the connective tissue across these teams, bringing a quality-first lens to decision-making and helping align efforts around shared outcomes.

Requirements

5-7+ years of experience in quality assurance, quality insights, or operational analytics within Customer Support or policy enforcement environments.
Significant experience working with outsourced partners (BPOs) at scale, with a strong understanding of the operational and cultural dynamics involved.
Deep expertise in QA methodologies and rubric design, quality measurement design, and insights generation; you stay current on emerging trends and tools in the quality insights space.
Exceptional analytical and systems-thinking skills, with the ability to connect quality signals to upstream and downstream business outcomes.
Strong communication skills; you can distill complex findings into clear narratives that drive action at senior levels.
Deeply aligned with Etsy’s mission to “keep commerce human” and our guiding principles, and motivated to apply quality insights in service of that mission.

Nice To Haves

Bachelor’s degree in Business Administration, Operations Management, or a related field (preferred).
Hands-on experience with AutoQA systems, stratified sampling strategies, and “golden set” models is preferred.

Responsibilities

Helping to own the long-term vision and strategy for Outsourcing Quality across outsourced support and enforcement programs, including defining success metrics and operating models that scale.
Designing and evolving advanced QA frameworks, evaluation methodologies, and governance models that drive clarity, consistency, and accountability across partners. This includes rubric design and maintenance to enable insight generation.
Producing high-quality analyses, narratives, and recommendations that influence leadership and shape roadmap decisions across multiple teams.
Creating and refining fast, effective feedback loops between QA findings, agents, BPO partners, and Etsy internal teams to accelerate learning and improvement.
Evaluating, implementing, and optimizing quality monitoring tools and technologies, including AI and sophisticated sampling models, and advocating for strategic enhancements.
Acting as a trusted advisor to internal partner teams such as Trust & Safety, Risk & Fraud, and Customer Support, using insights to inform policy, process, and training decisions.
Building deep, durable relationships with BPO partners, treating them as long-term collaborators and thought partners in quality improvement.
Traveling as needed (up to 25%) to BPO sites to validate insights, strengthen relationships, and identify improvement opportunities through direct observation.