Senior Manager, Enablement Quality Insights at Etsy

New York, United States

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$146,000 – $190,000Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, TechnologyIndustries

Requirements

Build the quality insights program to measure agent success in buyer & seller support and policy enforcement across a globally distributed outsourced workforce
Develop, implement, and oversee strategic QA processes, delivering deep and actionable insights to internal customers and partners
Lead and coach a team of 4 Etsy QA managers, instilling a vision for QA based on expertise, operating norms, and best practices
Design, implement, and maintain QA frameworks and procedures
Consult, leverage, and form connections with extended teams at BPO sites (graders, QA & team leads)
Build and develop an industry-leading quality insights program, defining quality metrics and KPIs in alignment with partners
Analyze QA data and produce regular reports and actionable insights on quality trends, customer satisfaction, and root cause analyses
Implement fast and impactful feedback loops between the QA team, agents, and Etsy internal customers & partners
Implement tools and technologies for quality monitoring and measuring, and advocate for improvements
Establish clear governance for QA accountability between Outsourcing and internal businesses, ensuring alignment on shared outcomes and KPIs
Map out a strong vision, clear operating rhythm, thoughtful performance management, and genuine team connectivity
Presence in Etsy’s Brooklyn Office once or twice per week (candidates within commutable distance preferred)

Responsibilities

Surface continuous improvement opportunities tied to metrics like training success, cost savings, and agent efficiency to maintain high service levels
Regularly deliver insights to peer teams (tooling, agent learning and content management, vendor management) and partners to improve workflows and support
Shape, own, and deliver a clear QA strategy impacting Etsy user experience

Skills

QA processes

quality insights

metrics analysis

agent performance

training success

cost savings

agent efficiency

outsourcing

data analysis

process improvement

stakeholder management

Etsy

Global online marketplace for handmade goods

About Etsy

Etsy is an online marketplace that connects buyers with sellers of handmade, vintage, and unique goods. The platform allows individual artisans, crafters, and small business owners to list a variety of products, such as jewelry, clothing, home decor, and personalized gifts. Etsy's marketplace is distinct because it focuses on one-of-a-kind items that are often not available in regular retail stores. The company generates revenue through transaction fees, listing fees, and optional advertising services that sellers can use to enhance their visibility. Additionally, Etsy offers subscription packages that provide sellers with advanced tools and analytics to help them grow their businesses.

New York City, New YorkHeadquarters

2005Year Founded

$89.2MTotal Funding

IPOCompany Stage

Consumer Software, Consumer GoodsIndustries

5,001-10,000Employees

Benefits

100% paid medical, dental, and vision coverage for employees and their eligible dependents

Life, AD&D, & supplemental long-and short-term disability insurance

Matching 401(k)

Generous PTO policy

Paid sabbatical program

Charitable contribution match

Volunteer time off

Risks

Emerging marketplaces like DishDivvy could draw away Etsy's customer base.

Klarna's payment option might lead to increased consumer debt and backlash.

Increased competition from new sellers may arise due to the rise in women entrepreneurs.

Differentiation

Etsy focuses on handmade, vintage, and unique items, unlike traditional e-commerce sites.

The platform supports small business owners and artisans, fostering a creative marketplace.

Etsy's global reach connects diverse buyers and sellers of one-of-a-kind products.

Upsides

Etsy's investment in DishDivvy could diversify its marketplace offerings.

Klarna's Buy Now, Pay Later option may boost Etsy's average order values.

The rise in women entrepreneurs aligns with Etsy's focus on small business owners.

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