Outsourcing Enablement Director, Etsy
$170-220k
+ equity
More information about location
Office located in Brooklyn, New York
eCommerce platform for handcrafted goods
Job no longer available
eCommerce platform for handcrafted goods
1001+ employees
Job no longer available
$170-220k
+ equity
More information about location
Office located in Brooklyn, New York
1001+ employees
Company mission
To keep human connection at the heart of commerce.
Role
Who you are
- Successful track record solving complex consumer-facing problems, developing strategies and roadmaps, and implementing those plans to bring value for our business and customers
- 10+ years of experience in BPO or Outsourcing Enablement
- A strong collaborator who knows how to drive decision-making. Know when and how to balance data with intuition when necessary
- Experience developing scaled systems & processes to run large-scale outsourcing solutions for internet enterprises
- Ability to work effectively in a matrixed organization structure
- Proven success leading and developing a cross-functional team representing multiple subject areas
- A track record of building positive relationships with people and teams across a broad, diverse organization
What the job involves
- Etsy is seeking a Director of Outsourcing Agent Enablement to join our Customer Support & Services team
- This role leads Etsy’s end-to-end agent enablement charter - which spans training, content governance and quality management for 1000+ agents across 15+ distinct lines of business
- You will be responsible for 17 individual contributors, 3 team managers and multiple cross-functional partnerships to deliver on our long term agent success goals
- This is a full-time position reporting to the VP Customer Support & Services
- The Customer Support & Services (CSS) is focused on delivering exceptional customer service and best-in-class outsourcing solutions for Etsy
- 1. Customer Support: Leading all aspects of the support strategy, Etsy Purchase Protection, and the Support experience of our customers. This includes manual agent support via email, chat, and phone, as well as automated technologies
- 2. Outsourcing: Lead the end to end outsourcing experience for all agents at Etsy. This is both across the aforementioned support agents and Enforcement Agents (Trust & Safety, Risk & Fraud, etc). This includes, partner management, workforce management, and agent enablement
- Lead team of 20+ full time employees across Training, Content, and Quality to deliver on critical agent preparedness & performance goals
- Ensure that Etsy’s outsourced ecosystem is optimized to deliver quality customer support and highly accurate enforcement decisions, at scale
- Develop and maintain the framework to use our iterative learning systems, best-in-class knowledge management, and quality assurance programs to create a virtuous feedback loop
- Create robust & scalable internal processes to ensure that agent guidance across multiple complex workflows is accurate, up-to-date and comprehensive, thereby unlocking error-free delivery of outsourced work
- Implement a modular & flexible knowledge management system that is scalable, update-friendly and can be integrated seamlessly with multiple technology layers
- Provide thought partnership to ops leaders within Etsy looking to outsource their scaled operations. Set up an agile system of manual & automated systems that improve value for such partners at minimal turnaround times
- As a senior leader within CSS, champion a culture of collaboration, data-driven decision making and operational excellence to improve alignment between business partners, content experts and technology partners across the org
- Of course, this is just a sample of the kinds of work this role will require! You should assume that
- Your role will encompass other tasks, too, and that your job duties and responsibilities may
- Change from time to time at Etsy's discretion, or otherwise applicable with local law
Our take
Created as an alternative to more corporate eCommerce sites, Etsy is a peer-to-peer (P2P) website where users buy and sell handmade crafts, vintage items, art, and photography. The online marketplace works similarly to Amazon and eBay, only with an emphasis on unique items rather than mass-produced merchandise.
Since its IPO in 2015, it has managed to hold its own in an increasingly competitive eCommerce industry, including from Amazon's handmade section that launched in 2015. Further, by providing sellers with ownership over pricing and branding, the site is attractive for those wanting to set up a business on an established platform.
However, the seller-side of Etsy is not without problems. The recent hike in transaction fees and the introduction of mandatory marketing fees for artists with high turnovers has created significant discontent amongst sellers. Etsy must reconcile these issues to ensure artists continue to operate on the same scale within the platform. It plans to attract shoppers with its message of extraordinary, handmade and affordable products.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
8% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
May 2012
$40m
LATE VC
Aug 2010
$20m
SERIES E
Total funding: $91.7m
Company benefits
- Equity (offers vary by country)
- Performance bonuses
- Paid gender neutral parental leave
- Adoption and family planning
- Back-up care
- Volunteer time off
- Donation matching
- Employee resource groups
- Global virtual events
- Employer paid health benefits
- Fitness benefits
- Wellness programming
- Mental health benefits
- 401K matching/Pension contributions
Company values
- We commit to our craft - Our work has the power to change lives. That’s why we strive to learn continuously and excel at what we do
- We minimize waste - Time, resources, and energy are precious, so we focus only on what will have the greatest impact
- We embrace differences - Diverse teams are stronger, and inclusive cultures are more resilient. When we seek out different perspectives, we make better decisions and build better products
- We dig deeper - The best solutions to meaningful challenges are rarely easy or obvious. We stay curious, balance our intuition with insights, and decide with confidence
- We lead with optimism - We believe in our mission, and we believe in each other. We see the world as it is, set ambitious goals, and inspire one another with generosity of spirit. Together, we reimagine what is possible
Company HQ
Downtown Brooklyn, NY
Articles
Leadership
Josh Silverman
(CEO)Previously senior executive at eBay, CEO of Shopping.com, CEO of Skype and President of Consumer Products & Services at American Express.
People progressing
Became the Director of International Strategy and Operations after a year and 2 months as a senior manager in the division. After nearly 5 years in that role, they became Director of Marketing and International Strategy & Operations, and six months after that was promoted to Senior Director in that same department.
Salary benchmarks
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Diversity, Equity & Inclusion at Etsy
- Diversity is a priority at Etsy, owned by everyone:
- A diverse workforce is critical to Etsy’s success—it makes us a stronger, better, more resilient and more relevant company. We have an inclusive culture and each of us actively creates opportunities for underrepresented groups to join, thrive and advance at Etsy
- We welcome all perspectives:
- As individuals, we invite a variety of viewpoints and experiences—especially when they conflict with our own. We encourage questions more than statements, and provide a safe environment in which all employees can surface and discuss concerns
- We measure and share openly:
- We contribute to broader progress by evaluating, iterating and transparently communicating our successes and failures internally and externally
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