Company Description
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.
Salary Range:
$146,000.00 - $190,000.00What’s the role?
The Senior Manager of the Enablement Quality Insights team will need to build the quality insights program used to measure agent success in buyer & seller support and policy enforcement across a globally distributed outsourced workforce. You’ll need to develop, implement, and oversee strategic QA processes, delivering deep and actionable insights directly to internal customers and other partners at Etsy. The Quality Insights team is responsible for regularly surfacing continuous improvement opportunities tied to metrics like training success, cost savings, and agent efficiency to maintain high service levels.
This is a full-time position reporting to the Senior Manager, Outsourcing Enablement. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy.
This role requires your presence in Etsy’s Brooklyn Office once or twice per week depending on your proximity to the office. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub may be the first to be considered. Learn more details about our work modes and workplace safety policies here.
What’s this team like at Etsy?
The Quality Insights 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, driven by the Quality Insights team, helps Etsy provide great support and strong protection of our marketplace.
What does the day-to-day look like?
You’ll be stepping into an opportunity where you’ll have full autonomy to shape, own, and deliver a clear QA strategy that has the potential to make a significant and material difference to the Etsy user experience. You’ll have the opportunity to:
Map out what a strong vision, clear operating rhythm, thoughtful performance management, and genuine team connectivity look like. This includes establishing clear governance for QA accountability between Outsourcing and the internal businesses we support, ensuring alignment on shared outcomes and KPIs.
Lead and coach a team of 4 Etsy QA managers, instilling a vision for QA based on your own expertise, operating norms, and best practices. This should include designing, implementing, and maintaining the right QA frameworks and procedures. You’ll also be able to consult, leverage and form a close connection with the extended teams at our BPO sites (graders, QA & team leads) as an ongoing resource.
Build and develop an industry-leading quality insights program, defining the right quality metrics and KPIs in alignment with partners to ensure effective monitoring and evaluation of agent interactions.
Work with the team to analyze QA data and produce regular reports and actionable insights on quality trends, customer satisfaction, and root cause analyses for process improvement and agent training/ coaching. You’ll need to implement fast and impactful feedback loops between the QA team, our agents, and our Etsy internal customers & partners.
Implement the right tools and technologies for quality monitoring and measuring, and advocate for needs and improvements within those tools as needed.
Cultivate strong relationships with partner teams and the internal customer teams we serve, like Trust & Safety and Customer Support. Partner with other teams within the Outsourcing organization to align QA processes with business objectives.
Build trust and connection with BPOs: invest in the relationship, give guidance, gather feedback, pilot new methods, and treat them as you would your own internal team.
As needed, travel to BPO sites to gather performance insights, strengthen connections, and engage directly with BPO partners to discuss feedback and opportunities for improvement.
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.
Qualities that will help you thrive in this role are:
Bachelor’s degree in Business Administration, Operations Management, or related field (preferred).
At least 3-5 years of people management. You have a genuine interest in leadership, individual skill development, and can provide critical feedback and mentorship.
At least 5 years of experience working with outsource partners (BPOs) to scale and optimize Support and Trust & Safety programs.
Deep and tenured expertise in quality assurance and QA methodologies, particularly in customer support and policy enforcement. You're extremely knowledgeable on emerging trends in the quality insights industry and have worked with a variety of quality insights tools; experience working with AutoQA systems and “golden set” models is a major plus.
You have proven success building and scaling QA teams and processes from the ground up.
Excellent analytical, problem-solving, and data-driven decision-making skills. You have a data-first mindset and treat data as a core business asset.
A strategic thinker with strong leadership skills and a hands-on approach—you’re comfortable zooming in and out as needed.
Collaboration is a strength and you thrive working in cross-functional group settings.
Experience working with global clients and diverse teams is a plus.
A strong sense of accountability and appropriate prioritization; you role model clear communication, expectation setting, and timely delivery.
You are motivated by Etsy’s company mission to “keep commerce human” and our guiding principles speak to you as a leader and a contributor to our team.
Additional Information
What's Next
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. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about.
Our Promise
At Etsy, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status, or any other characteristic protected by applicable law. If, due to a disability, you need an accommodation during any part of the application or interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.