Customer Support Partner Enablement Manager, Etsy

• Customer Support Enablement Experience: 7+ years of experience in training, learning operations, or enablement within a customer-support environment, including experience supporting outsourced partners or BPO operations
• Training Operations Expertise: Practical knowledge of partner-led training delivery, Train-the-Trainer models, trainer certification, agent readiness, nesting, refresher training, and time-to-proficiency
• Operating Model Development: Experience building or improving an enablement operating model, including roles and responsibilities, governance routines, service levels, quality standards, and escalation paths
• Partner Performance Management: Demonstrated ability to set expectations with external partners, evaluate performance, address delivery gaps, and drive sustained accountability and improvement
• Launch and Change Readiness: Experience coordinating training and operational readiness for product launches, policy changes, new workflows, seasonal peaks, or other complex business changes
• Data-Informed Decision-Making: Experience using QA, CSAT, nesting, early-tenure performance, customer feedback, or other operational data to evaluate enablement effectiveness and prioritize improvements
• Cross-Functional Influence: 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
• Clear Communication: Strong written and verbal communication skills, with the ability to translate complex changes into clear expectations and actionable enablement plans
• Flexibility to Travel: Ability to travel internationally up to 25% to visit partner sites, including locations in Guatemala, India, and the Philippines

Desirable

• 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
• This is a full-time position reporting to the Senior Director, Outsourcing
• 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
• 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