Performance Insights Manager, Etsy
$88-114k
Plus equity package and an annual performance bonus
More information about location
1-2 days a week in office (Brooklyn, NY)
eCommerce platform for handcrafted goods
Be an early applicant
eCommerce platform for handcrafted goods
1001+ employees
Be an early applicant
$88-114k
Plus equity package and an annual performance bonus
More information about location
1-2 days a week in office (Brooklyn, NY)
1001+ employees
Company mission
To keep human connection at the heart of commerce.
Role
Who you are
- 3+ years of experience in scaled business operations, corporate strategy, quality consulting, or a related field
- You’ve successfully run programs that are vital to business outcomes, preferably within a technology organization
- Familiarity with quality control systems used in support and/or enforcement, including rubric and task sampling best practices, is required
- If you’ve led QA programs, it's a plus
- Experience working on or with Trust & Safety teams is also a plus
- You’re a skilled problem solver and love the challenge of making sense of an unclear problem space and turning your insights into an effective solution
- You’re comfortable with ambiguity and are able to maintain order, focus, and calm in the face of changing priorities
- You can lead as an individual contributor and are adept at influencing without authority and building strong relationships with your partners
- You’re highly analytical and proficient in the use of data reporting systems (e.g. Looker) identifying and understanding trends. You also know when and how to balance data with intuition, and thoughtfulness with agility
What the job involves
- Performance Insights Managers develop and oversee programs to understand agent performance drivers, improve the customer experience, and strengthen policy enforcement
- They analyze QA scores and other business metrics (e.g. customer satisfaction rate or enforcement decision accuracy) and, with our outsourcing partners and internal stakeholders, drive improvements to these metrics in ways that benefit Etsy’s customers and business
- You will be supporting either our Marketplace Content (T&S) or Risk & Fraud lines of business
- This role is a full-time position reporting to the Manager of Customer Support & Services (CSS) Performance Insights team
- Maintain a deep awareness of QA program mechanics to ensure output is accurate, reliable, and relevant
- Design and iterate on agent performance oversight, working closely with Performance Insights peers to share best practices and continue elevating our QA programs
- Facilitate meaningful connection points between internal Etsy experts and outsourcers to drive alignment on what “good” looks like as we work in lock step towards positive business outcomes
- Frequently engage with Etsy’s Partner Management team outsource partners to share feedback, insights, and opportunities for improvement on both sides of the relationship. On occasion, this may require travel to partner sites
- Share insights gleaned from QA with the relevant Enablement squad and internal partners they can use to improve the guidance and support they provide to our outsourced agents
- Monitor and analyze front-line business metrics to identify and anticipate challenges and opportunities
- Package and share actionable insights with internal and outsource partners that can improve their processes and ultimately the outcomes they deliver
- Partner with internal teams and outsource partners to implement solutions based on the insights you’ve identified
- Synthesize performance trends for high-level business reports, often communicating your findings to squad peers and leaders across CSS and your line of business
- Of course, this is just a sample of the work this role requires! You should assume that your role will encompass other work and duties will evolve over time, at Etsy's discretion or otherwise applicable with local law
Application process
- If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like
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
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 HQ
Downtown Brooklyn, NY
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.
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